Avaya is ramping up its mid-market push, serving up a new version of its contact centre platform designed specifically for midsize businesses, which includes significant enhancements to its reporting capabilities and installation.
Avaya IP Office Contact Center 10 will be available for multiple deployment options, including premises-based, hybrid or pure cloud, and is designed to provide companies with an omni-channel strategy encompassing the entire customer journey, from proactive, outbound capabilities, multi-channel self- and assisted-service, through real-time and historical reporting and integration with CRM packages.
Karen Hardy, Avaya vice president of customer engagement solutions, says changing customer expectations are forcing companies of all sizes to develop a far broader set of capabilities when it comes to customer interactions.
“To be successful today, midsize businesses must be able to respond swiftly, efficiently and accurately to their customers no matter which channel of interaction – or combination of channels – customers choose,” Hardy says.
“The new features in Avaya IP Office Contact Center 10 help contact centers quickly define and deploy their customer service strategy to proactively manage the entire customer lifecycle with the simplicity, flexibility and tools needed to improve the quality of customer interactions,” she says.
The offering features out of the box configuration wizards and templates to design call and IVR flows in up to 80% less time; along with the ability to make changes to call flows on the fly and simplified and enhanced user interface and web administration including installation and configuration wizards for multi-channel services.
More than 30 report templates are included for real-time and historical reporting and customer callback features are included that hold their place in the queue and give them more control over their time, Avaya says.
Contact Center 10 is optimised to run with Avaya IP Office software, and is focused on the one to 250 agent market.