Avaya Brings IP Office to Midsized Market

Avaya today introduced Avaya IP Office Contact Center, bringing multichannel contact center functionality to midsized businesses. It was purpose-built for the Avaya IP Office platform to enable inbound and outbound voice, email, and chat capabilities to contact centers with between five and 100 agents.

Designed to work as an integral part of Avaya IP Office 9.0 platform that offers rich unified communications and video collaboration, Avaya IP Office Contact Center offers the following:

• Support for multichannel inbound and outbound contacts (voice, email, chat);
• A superior agent interface to rapidly access customer information;
• Call recording for every agent and flexible reporting; 
• Flexible deployment options with either a dedicated server or in a virtualized environment;

"Contact center capabilities are highly beneficial for building and maintaining customer relationships. Until now, however, complexity and cost put these capabilities out of the reach of many small and midsized businesses," said Mark Monday, vice president and general manager of collaboration platforms at Avaya, in a statement. "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.

"Midsized 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, vice president of SMB research at IDC, in a stastement. "Avaya IP Office Contact Center brings to midsized 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 will be available in the United States, Canada, the United Kingdom, Australia, New Zealand, and India on February 28.