Avaya Unveils Turnkey Solution for Proactive Management of the Customer Experience for Mid-size Contact Centers

• Avaya Outbound Contact Express provides a pre-integrated solution with all the critical components needed for proactive customer experience management
• Supports mid-size contact centers with 25-250 agents and up to 500 trunks
• Rapid, simplified deployment reduces time to service to one day from 30+ days needed for multi-vendor solutions

Malaysia – June 7, 2013 – Avaya today announced a new solution for mid-size contact centers that streamlines adoption, implementation and management of comprehensive outbound customer communications. Avaya Outbound Contact Express is a turnkey solution with all the hardware, software and support services needed for cost-effective, proactive customer experience operations.

Easy to set-up and maintain, Outbound Contact Express builds on Avaya’s proven, outbound customer experience management capabilities in a pre-integrated, all-in-one solution for the mid-size contact center with 25-250 agents and up to 500 trunks. Compared to alternative, multi-vendor solutions, Outbound Contact Express reduces the time to service from a baseline of 30 days to one or two.

Avaya Outbound Contact Express uses industry leading call detection and advanced, patented predictive and preview dialing algorithms for more effective use of agent time and a lower cost per call to reach customers. In addition, a single contact for all maintenance and support needs significantly reduces the costs and complexity associated with day to day operations and maintenance of traditional, multi-vendor solutions.
Outbound Contact Express includes:
• Administrative web client for defining campaigns
• Full featured, market leading dialer with exceptional call detection accuracy
• Agent scripting to ensure consistent, successful customer interactions
• Reporting and call recording to ensure quality and compliance
• Avaya Speech Analytics to drive insight and improvement to agent performance and operations.
• 24x7 support and Expert ™ systems monitoring
• Software upgrade protection as well as optional parts support

Avaya Outbound Contact Express leverages key, patented elements of Avaya’s portfolio of Outbound Contact Center solutions to provide comprehensive features and capabilities packaged to fit the specific needs and requirements of mid-size contact centers. Avaya’s Outbound and Proactive Experience Management solutions provide businesses with a complete, multichannel, agent and agent-less solution to support their outbound marketing, sales, service, and collections needs. Applications like Avaya Proactive Contact and Avaya Proactive Outreach Manager simplify execution of large scale outbound campaigns while ensuring businesses meet even the most strict regulatory compliance requirements.

Avaya Outbound Contact Express will be globally available this summer.