[June 14, 2013] Avaya unveils Outbound Contact Express for mid-size contact centers Tweet Jun 14, 2013 (Datamonitor via COMTEX) -- Avaya, a provider of business collaboration and communications solutions, has announced Avaya Outbound Contact Express, a new solution for mid-size contact centers that reportedly streamlines adoption, implementation and management of comprehensive outbound customer communications. According to the company, Avaya Outbound Contact Express uses 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. Outbound Contact Express includes: Administrative web client for defining campaigns; dialer with exceptional call detection accuracy; agent scripting to ensure consistent, 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, the company said. Mark de la Vega, vice president and General Manager, Contact Center, Avaya, said: "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 mid-sized operations. Avaya Outbound Contact Express streamlines all this with a powerful, pre-integrated solution that provides all the pieces, including ongoing support and upgrade protection, need for highly effective operations." http://www.datamonitor.com Republication or redistribution, including by framing or similar means, is expressly prohibited without prior written consent. Datamonitor shall not be liable for errors or delays in the content, or for any actions taken in reliance thereon [ Back To TMCnet.com's Homepage ]