Avaya today introduced Avaya Outbound Contact Express, a turnkey hardware, software, and support services solution for midsized contact centers to help them streamline the adoption, implementation, and management of comprehensive outbound customer communications. T his product will be available this summer.
Outbound Contact Express provides a a pre-integrated, all-in-one solution for midsized contact centers with 25-250 agents and up to 500 trunks. It usescall detection and advanced, patented predictive and preview dialing algorithms.
Outbound Contact Express includes the following:
- Administrative Web client for defining campaigns;
- Agent scripting;
- Reporting and call recording;
- Avaya Speech Analytics ;
- 24x7 support and Expert systems monitoring; and
- Software upgrade protection as well as optional parts support.
"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 midsized operations," said Mark de la Vega, vice president and general manager of contact center technologies at Avaya, in a statement. "Avaya Outbound Contact Express streamlines all this with a powerful, pre-integrated solution that provides all the pieces, including ongoing support and upgrade protection, needed for highly effective operations."