Enterprise communications vendor Avaya said Avaya IP Office Contact Center will be available in the U.S., Canada, U.K., Australia, New Zealand, and India on February 28, 2014.
“With our new Avaya IP Office Contact Center, we’ve recognized and addressed that different size contact centers tend to have different requirements. This purpose-built multichannel solution is a combination of the robust features these customers need, with the simplicity and value they’ve come to expect from IP Office,” said Mark Monday, vice president and general manager, Collaboration Platforms, Avaya.
Avaya IP Office Contact Center supports 5 – 100 contact center agents, IP Office Contact Center enables blended multichannel capabilities that improve customer experiences and agent efficiency, Avaya said in a statement.
Avaya IP Office Contact Center provides midsize businesses with Avaya’s expertise in customer experience management in a solution that is flexible, easy to use, maintain and administer.
According to an Avaya survey, more than 80 percent of people are likely to continue doing business with a company that provides a good experience, but 66 percent of consumers are likely to stop spending money with a company as a result of a bad one.
For midmarket companies, however, smaller budgets and limited IT resources have challenged their ability to find true, multichannel contact center solutions that fit their needs for affordability and low-risk integration, as well as ease of deployment and management.
Avaya IP Office Contact Center brings to midsize firms the key capabilities they need to provide the personal contact support that customers look for. In particular the multichannel capability means that a firm can engage with customers in the ways they prefer — voice, email, or chat. That’s the starting point for any successful customer interaction.
Avaya IP Office Contact Center blends the expertise gained through 50,000 contact center deployments covering more than six million agents with the company’s growing command of the midmarket. With Avaya IP Office Contact Center, midsize companies can now simply and effectively manage inbound and outbound multichannel customer interactions.
“Midsize firms have a real challenge when it comes to maintaining effective customer contact. They don’t have the close relationships with their customers that the smallest firms have and they lack the resources that the largest firms have in building expensive comprehensive contact centers,” said
Ray Boggs, VP SMB Research, IDC.