Avaya Updates Contact-Center Suite

07 Jul 2005
Contact-center software maker Avaya has upgraded its suite for small and medium-sized businesses. Called Contact Center Express, the suite now includes a connector to Microsoft CRM that identifies incoming calls and provides customer information in a pop-up window on service agents' computer screens.
 
The move by Avaya parallels a broad industry shift toward closer integration between contact-center software and CRM applications. In fact, the lines delineating the two categories of software are themselves blurring, said Nidal Haddad, head of the U.S. CRM practice for Deloitte & Touche.
 
 
This article from Contact CenterToday and NewsFactor is available in full from Contact Center Today.