Avaya Unveils Mid-size Contact Center Management Solution



Avaya has released Avaya Outbound Contact Express, a solution for mid-size contact centers that streamlines adoption, implementation and management of outbound customer communications.

Avaya Outbound Contact Express is a turnkey solution with all the hardware, software and support services needed for cost-effective, proactive customer experience operations. The solution is a pre-integrated, all-in-one solution for the mid-size contact center with 25-250 agents and up to 500 trunks. Compared to alternative, multi-vendor solutions, Outbound Contact Express reduces the time to service from a baseline of 30 days to one or two, the company said.

Avaya Outbound Contact Express uses call detection and advanced, patented predictive and preview dialing algorithms for more effective use of agent time and a lower cost per call to reach customers. In addition, a single contact for all maintenance and support needs significantly reduces the costs and complexity associated with day to day operations and maintenance of traditional, multi-vendor solutions.  

Outbound Contact Express includes:

  • Administrative Web client for defining campaigns.
  • Full featured, market leading dialer with exceptional call detection accuracy.
  • Agent scripting to ensure consistent, successful customer interactions.
  • Reporting and call recording to ensure quality and compliance.
  • Avaya speech analytics to drive insight and improvement to agent performance and operations.
  • 24x7 support and Avaya’s Expert systems monitoring.
  • Software upgrade protection as well as optional parts support.