Avaya Introduces Multichannel Contact Center Solutions for Midsize Businesses


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Avaya has launched Avaya Contact Center Select, the latest addition to its customer experience management solutions for midsized businesses that includes multichannel contact center capabilities.

Midsize companies are often challenged to provide multichannel customer care with technologies typically built for larger enterprises. Avaya fills the gap in purpose-built midmarket communications and collaboration solutions to enable both mid and large enterprises to equally address the needs of their most strategic assets: their customers.

"Customers' needs and expectations don’t change simply because of the size of a business,” said Mark de la Vega, vice president, Contact Center Solutions, Avaya, in a statement. “Many midsize companies have the same customer experience aspirations as large enterprises, but with limited resources. Avaya Contact Center Select and Avaya IP Office Contact Center provide the multichannel capabilities, simplicity and affordability they need in a set of solutions built just for them."

Avaya Contact Center Select is the first of a new category of products from Avaya — enterprise-class solutions that are optimized for the midmarket and work with the Avaya IP Office Platform. Avaya Contact Center Select is based on Avaya Aura Contact Center.

The solution provides:

  • Multichannel support – voice, email, Web chat, SMS and fax.
  • Scalability for 30-250 agents.
  • Inbound and preview/progressive outbound.
  • Support for local or remote agents.
  • Skills-based routing.
  • Supervisors, reporting (real-time and historical), recording tools.
  • Support for virtualized VMware environments.
  • Support for G14 countries' languages.

The solution is expected to be generally available globally in June 2014 through Avaya channel partners. Avaya Contact Center Select software starts at $18,958 with 30 voice agent licenses, a multimedia license, and a supervisor license. Additional licenses are available on a per agent basis.