Avaya (News - Alert), a provider of business communications and collaboration tools, announced that Gexel Telecom, which supplies interactive customer relationship management (CRM) solutions to enterprises in North America, has selected Avaya’s call center operations solutions that will help enhance customer service and satisfaction.

The company will deploy Avaya’s solutions at their next-generation contact center with the help of TELUS (News - Alert), Avaya’s channel partner and a leading national telecommunications company in Canada.

Gexel Telecom has selected Avaya Aura Communication Manager, Avaya Aura Call Center Elite, Avaya Proactive Contact, Avaya Aura Workforce Optimization (WFO),

Avaya Call Management System (CMS) and Avaya Professional Services.

The service will enhance customer experience by providing more personalized service, quicker response times, and faster call resolution, company officials said.

With Avaya’s solution, Gexel will provide its customers with new services and an enhanced call center experience. Advanced call routing features ensure that incoming and outgoing calls are handled more quickly and efficiently, often the first time. As a result, the company will maximize agent productivity.

“Avaya's industry-leading call center center solutions will do more than maximize the productivity of Gexel's customer service agents,” said Rejean Bourgault, vice president of sales, Avaya, in a statement. “With support from our channel partner TELUS, these solutions will keep pace with Gexel's needs as they grow their operations and allow them to consistently deliver a superior contact center experience to their customers.”

Avaya's solution will also enable Gexel to rapidly scale their operations as they grow, and provide them with superior call management and measurement tools to track the key indicators that matter to them and their customers.

“Avaya Aura Call Center Elite will help our agents more quickly identify customer needs and questions, and share them with experts in real-time,” said Paul Trihey, CEO, Gexel Telecom, in a statement. “Gexel is well known for offering high-quality service at a competitive price and moving forward with Avaya is the next step to take to further improve our competitive advantage.”