Avaya delivers multichannel customer care technology on an IP network. (New Products).

Avaya Inc. recently announced a new solution, Avaya IP Contact Center for Mid-Sized Businesses, an Internet Protocol (IP) network-based customer relationship management (CRM) solution designed to provide multichannel communications capabilities to contact centers with 20 to 50 service agents. A specially packaged edition of Avaya Interaction Center is offered with Avaya Enterprise Class Internet Protocol Solutions (ECLIPS), helping enable mid-sized contact centers to offer new communications channels to customers, such as e-mail management, Web chat and escorted online browsing and collaboration, while providing a foundation for IP telephony. IP telephony allows businesses to transport voice and data on a single network, reducing costs, streamlining application integration and improving business continuity. The new Avaya solution was designed to allow companies to protect the value of their current network investments and provides a logical pathway to develop comprehensive CRM strategies and take advantage o f the network efficiencies of converged networking. Based on open standards and a distributed architecture, Avaya IP Contact Center offers scalability to support future growth. In addition, Avaya Interaction Center software can enable businesses to more easily add self-service, proactive contact management, enhanced reporting, quality assurance and workforce management capabilities as needed.

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