Infotech Lead India: Avaya says its Outbound Contact Express solution — for the call center industry — reduces the time to service from a baseline of 30 days to one or two.
Avaya targets mid-size contact centers with 25-250 agents and up to 500 trunks with the new solution.
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 company says Avaya Outbound Contact Express uses call detection and predictive and preview dialing algorithms for effective use of agent time and a lower cost per call to reach customers.
Avaya says a single contact for maintenance and support needs significantly reduces the costs and complexity associated with day to day operations and maintenance of traditional, multi-vendor solutions.
“Establishing proactive customer experience operations has previously required companies to engage in a long, arduous process and with several vendors, and was often out of the reach of mid-sized operations,” said Mark de la Vega, Vice President and General Manager, Contact Center, Avaya.
Avaya Outbound Contact Express will be globally available this summer.
“Avaya Outbound Contact Express streamlines all this with a powerful, pre-integrated solution that provides all the pieces, including ongoing support and upgrade protection, need for highly effective operations,” Vega added.
“We see a significant opportunity for a comprehensive turnkey proactive contact solution for the mid-size contact center. This is a largely underserved market due to the complexity and cost of traditional, multi-vendor solutions,” said Dan Ferguson, president and CEO, AdvanTel.