Avaya Releases IP Office Contact Center 10


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Avaya today introduced IP Office Contact Center 10, the latest version of its contact center platform specifically geared toward midsized businesses but with the same advanced tools as its enterprise-level product.

"This release came out of both client requests and a combination of our understanding that there was a need in the market for this kind of solution for the mid market," said Mike Butts, product marketing manager for midmarket customer engagement at Avaya. "IP Office Contact Center 10 is designed to fit inside business applications and can scale for one to up to 250 agents."

Avaya IP Office Contact Center is optimized for use with Avaya IP Office software, a scalable multichannel collaboration solution, and is now available globally in English, Spanish, French, German, and Italian. Deployment options include premises-based, using Customer Engagement OnAvaya, Google Cloud, as a hybrid or pure cloud solution.

Avaya IP Office Contact Center 10 will equip businesses operating in the mid-tier with proactive, outbound capabilities, multichannel self- and assisted service through real-time and historical reporting, and integration with CRM packages from Salesforce.com and SAP. Integration with other CRM partners is slated for the near future.

The new offering uses out-of-the-box configuration wizards and templates to design call and interactive voice response flows that reduce time required by up to 80 percent. Additional features include an enhanced user interface and web administration, including installation as well as configuration wizards for multichannel services and other frequently used features. The program also offers real-time and historical reporting capabilities, including more than 30 ready-to- use report templates.

"Another great feature is that you can use skill-based routing to the best agent equipped to handle a customer inquiry," Butts says. "That skill might be in channel, expertise, or past experience with customer or inquiry. The best thing about IP Office Contact Center 10 is that you can amend the software to your processes versus amending your processes to the software."

Avaya's portfolio of real-time communication applications includes software and services for contact center and unified communications with integrated, secure networking offered on premises, in the cloud, or a hybrid, for a variety of industries, including banking, insurance, healthcare, education, and hospitality, as well as government solutions for the defense, military and other federal civilian government applications.

The company's products include, among others, Avaya Aura Platform, Avaya IP Office Platform, Avaya Breeze Platform, Avaya Pod Fx, and Avaya Scopia desktop and mobile applications. Other recently launched products include Avaya Equinox Experience, which offers simultaneous multidevice workflow access with secure non-VPN, HD video and voice. The recently introduced Avaya Oceana solution allows end-users to use any device for customer service engagements while capturing interaction data across all and pairing it with past interaction information for seamless, up-to-date interactions.