Avaya upgrades Contact Center Express offering
Avaya has released Contact Center Express 2.1 to help medium-sized
businesses better serve their customers.
Software enhancements to Contact Center Express include a new
Microsoft CRM connector, software that routes instant messages from
customers using Microsoft Messenger, simplified management tools, easier
email 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, Enterprise Communications Applications Division, Avaya.
"With the features we've now added to Contact Center Express, we are
enabling these businesses to further enhance their customer experiences
and drive customer satisfaction and loyalty, while also increasing their
efficiency to lower contact center costs."
Contact Center Express provides a complete multi-channel (inbound and
outbound voice, email, web chat and Microsoft Messenger for instant
messaging) contact center solution, with rich desktop interfaces for
agents and supervisors.
Source: Insurance News Net, July 2005,
www.insurancenewsnet.com/article.asp?a=featured_pr&id=45263
Business industry spreads word of Contact Center Express
News of Contact Center Express 2.1 has hit the
headlines at key
business and financial websites, including The Wall Street Journal
Online, The New York Times on the Web, USA Today, Forbes.com, CNN Money,
CNET News, TheStreet.com, The Motley Fool, MarketWatch, Quote.com,
TMCnet, ArriveNet, Fidelity Investments, E-Trade Financial, Excite and
Yahoo!Finance.
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Top magazine names Contact Center Express "2004 Product of the Year"
Leading call center publication, Customer Inter@ction Solutions
Magazine, has named Contact Center Express a "2004 Product of the
Year".
The magazine acknowledged Contact Center Express as the first
multimedia contact center solution specifically designed for
medium-sized businesses.
"Avaya has demonstrated to our editors that its Contact Center
Express solutions go the extra mile to improve both the customer
experience and the ROI for the companies that use them," said Nadji
Tehrani, executive group publisher and editor-in-chief.
"Our Product of the Year awards recognize achievements by companies
that demonstrate just this kind of excellence in application development
and technological advancement."
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SBLI USA Mutual Life Insurance Company pilots Avaya Contact Center
Express
SBLI USA Mutual Life Insurance Company, Inc. is now using Contact Center Express at its
new state-of-the-art Customer Center at Buffalo and its Operations
Center at Newark, N.J.
As a result, when customers call in to do
business, the information they provide automatically appears on the
appropriate SBLI USA agent's screen, providing quick access to
details needed to handle the calls.
Telecom and IT manager at SBLI USA, Heath Snow, says all the relevant details
are on the screen in
about six seconds and that provides customers with even
higher levels of service and satisfaction.
SBLI USA can also now route incoming calls based on area code, and
whether the customer prefers to speak to someone in English or Spanish. "Because we now have five offices spread across the United States, we
want to make sure our customers have the opportunity to speak with
customer service representatives right in their own communities, and in
the language the customers prefer. It's a way to help keep us local and
friendly, even though we're a national company," Snow said.
Routing calls based on area code also enables SBLI USA to ensure that
any agent handling a call is licensed to serve the client in the
customer's geographic location. "It's extremely important in the
insurance industry, where agents generally are not licensed to practice
in every state, to get our callers to people who can actually help
them," Snow said.
Source: Insurance News Net, July 2005,
www.insurancenewsnet.com/article.asp?a=featured_pr&id=45263
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Generali-Providencia installs Contact Center Express
Hungary's second largest insurance company, Generali-Providencia, has
installed Contact Center Express at its Budapest-based contact centre.
Previously, the company’s contact centre could only deal with
traditional voice calls. The new Avaya system, which integrates customer
contact via email, SMS, WAP, telephone and fax, allows agents to
communicate with customers through their preferred channel.
Generali-Providencia was also attracted to Avaya’s intelligent call
routing technology: calls can now be answered by the agent most
qualified to deal with the enquiry.
Head of the Customer Care Centre at Generali-Providencia, Gyorgy
Szopko, says the Avaya solution is much more robust their previous
server-based one.
“It was the only system we could find that would enable us to realise
our long-term strategy. Coupled with the excellent price:value ratio and
the flexibility of the Open Source platform, the Avaya solution stands
head and shoulders above the competition."
Source: CallCentre Helper, July 2005,
www.presentationhelper.co.uk/call_centre/News/generali.htm
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