Avaya has unwrapped its Customer Interaction Express, a new full-featured contact center software suite built for small and medium enterprises in EMEA.
Customer Interaction Express 1.0 (CIE) handles all incoming and outgoing customer transactions across multiple media channels, including phone, eMail, fax and SMS. The solution also offers sophisticated call routing and reporting capabilities, enabling corporations from 100 to 1,000 employees with contact centers from 20 to 150 agents to deliver consistent service to customers from multiple locations.
“Customer Interaction Express demonstrates Avaya`s focused effort on the SME market by offering those customers a full-fledged multimedia contact center solution,” says Sven Fischer, Senior Manager Mid Market Contact Center Product Management, Avaya.
While developing the product, Avaya worked closely with existing SME customers, including Schönherr Bindesysteme GmbH, Seevetal, Germany and SMS Schleinig Marketing Service GmbH in Frankfurt, Germany, to deploy and test the solution in real-world environments.
Customer Interaction Express is the first Avaya contact center solution that has been developed in EMEA and delivers the following additional capabilities:
Outbound Campaign Management: Outgoing telemarketing and customer interaction campaigns can be automated and reported on from within the application.
Sophisticated Routing System: Incoming communication is routed to match contact agent skills with customer needs, regardless of customer contact method or agent location in a call center, headquarters or branch office.
Automated Self Service: Interactive voice response capabilities, speech recognition and text-to-text give mid-sized enterprises an affordable and integrated portal for customer self-service.
Advanced Reporting Capabilities: Powerful but simple to use reporting tools give real-time and historical insight into customer interactions. Regardless of contact channel, all reporting can be smoothly deployed inside a single system, with the option of additional database integration.
Flexible and Scalable Upgrades: Incremental licensing allows customers to slowly build on capabilities and license numbers as needs arise. Begin with a single contact channel, for example, and integrate reporting and other functionality across multiple media channels and additional agents as business grows.