Avaya introduces Proactive Contact Management Solutions. (New Products).

Avaya Inc. has introduced two new solutions in its Avaya Proactive Contact Management Solutions portfolio for customer relationship management (CRM). The solutions were designed to help companies increase sales and improve customer retention and satisfaction through proactive service strategies. The latest software for Avaya Predictive Dialing System, an automated telephone dialing solution for proactive customer contact, offers enhanced capabilities in a multidialer office environment that helps increase a company's outreach capacity. New functionality includes the ability to manage up to four dialers in a distributed architecture using a single, unified administration and supervisor interface for faster implementation of large-scale outreach programs. The system can also be integrated with a company's desktop e-business applications to provide service agents with rapid onscreen access to information the customer requires, such as account history, product details or specialized service updates, In addition, Avaya is delivering a solution that integrates Avaya Interactive Voice Response (IVR), an Avaya Self Service Solution, with Avaya Predictive Dialing System. This product combination was designed to create an easier way for companies to contact customers proactively by telephone, and provides a readily available avenue for the customer's action. Once contacted, the solution provides customers with an automated method to complete transactions, or re-directs their calls for additional assistance via touch-tone or spoken commands. www.avaya.com/888-462-8292