Avaya’s new initiatives for mid-size contact centre market
Avaya has announced new initiatives related to its flagship contact centre solution for mid-size businesses ‘Avaya Contact Center Express’ that enable organisations to deploy the sophisticated customer service capabilities of larger businesses in a simplified, fully-integrated and more cost-effective way.
Avaya, a leader in business communications applications, systems and services, acquired Agile Software NZ Limited, the developer of the Avaya Contact Center Express solution. With this agreement, Avaya gains full ownership of Avaya Contact Center Express, which will help enable the company and its partners to accelerate their growth in the mid-market space.
Avaya also released Avaya Contact Center Express 4.0, the latest version of its mid-market contact center solution. This new release provides users with a host of advanced multimedia, reporting and self-service capabilities designed to enhance customer service and agent productivity.
Mid-size companies face a unique set of customer service challenges since they have a fraction of the agents, administrators and budgets of larger businesses, yet may still require a more sophisticated set of features and services. Avaya's acquisition of Agile Software will help the mid-size customers of Avaya Contact Center Express overcome these challenges and improve contact center operations through a fully-integrated solution delivering more capabilities, easier installation, and a simplified migration path.
Source:Avaya