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Customer Interaction Express 1.0 introduced by Avaya
(Tele.com Via Thomson Dialog NewsEdge) Avaya Inc, a provider of business communications applications, systems and services, launched on Tuesday (9 January) Customer Interaction Express 1.0, a new contact centre software suite designed for small and medium-sized enterprises.
According to the company, Customer Interaction Express 1.0 (CIE) is simple to integrate and implement, and handles all incoming and outgoing customer transactions across multiple media channels, including phone, e-mail, fax and SMS. In addition, the solution offers advanced call routing and reporting capabilities, allowing companies from 100 to 1,000 employees with contact centres from 20 to 150 agents to deliver consistent service to customers from multiple locations.
In addition, CIE is said to feature the following capabilities: outbound campaign management, allowing outgoing telemarketing and customer interaction campaigns to be automated and reported on from within the application; advanced routing system, where all incoming communication is routed to match contact agent skills with customer needs, regardless of customer contact method or agent location; automated self service, with interactive voice response capabilities, speech recognition and text-to-text; as well as scalable upgrades.
Customer Interaction Express is available in EMEA (Europe, the Middle East and Africa) in English, German and French editions. Italian, Spanish and Portuguese versions will ship in March 2007, while CIE will be available globally during the first half of 2007. Pricing starts at EUR17,000.
Copyright 2007 M2 Communications Ltd.. Source: Financial Times Information Limited.
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