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Avaya upgrades its Contact Center Express offering

Avaya Inc. today released an upgrade to its Contact Center Express that includes tighter integration with Microsoft...


July 6, 2005  


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Avaya Inc. today released an upgrade to its Contact Center Express that includes tighter integration with Microsoft Corp.’s Messenger.

Software enhancements include a new CRM connector that identifies incoming calls received by the contact centre and provides an agent with a pop-up containing customer history that appears instantly on his or her screen.

The global market for contact centre technology is expected to grow to US$5.1 billion by 2008, with the most growth over the next five years in the mid-market in contact centers with up to 250 agents, according to research firm Datamonitor.

Contact Center Express now also handles and routes instant messages (IMs) from customers using Microsoft Messenger, allowing organizations to provide more direct customer service to the growing community of IM users, Avaya said. Other enhancements include simplified management tools, easier e-mail handling and spell-checking, greater customization capabilities and more detailed reporting.

“We know that medium-sized contact centers want to benefit from the same IP telephony, multi-channel and agent empowerment capabilities as larger enterprises, but need solutions that are much easier and more cost effective to deploy,” said Eileen Rudden, vice president and general manager of the company’s enterprise communications applications division.