Avaya Unveils Turnkey Solution for Proactive Management of the Customer Experience for Mid-size Contact Centers

03 Jun 2013
  • Avaya Outbound Contact Express provides a pre-integrated solution with all the critical components needed for proactive customer experience management
  • Supports mid-size contact centers with 25-250 agents and up to 500 trunks
  • Rapid, simplified deployment reduces time to service to one day from 30+ days needed for multi-vendor solutions 
Santa Clara, CA – Avaya today announced a new solution for mid-size contact centers that streamlines adoption, implementation and management of comprehensive outbound customer communications. Avaya Outbound Contact Express is a turnkey solution with all the hardware, software and support services needed for cost-effective, proactive customer experience operations. 
Easy to set-up and maintain, Outbound Contact Express builds on Avaya’s proven, outbound customer experience management capabilities in a pre-integrated, all-in-one solution for the mid-size contact center with 25-250 agents and up to 500 trunks. Compared to alternative, multi-vendor solutions, Outbound Contact Express reduces the time to service from a baseline of 30 days to one or two.
Avaya Outbound Contact Express uses industry leading 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. In addition, a single contact for all maintenance and support needs significantly reduces the costs and complexity associated with day to day operations and maintenance of traditional, multi-vendor solutions. 
Outbound Contact Express includes:
  • Administrative web client for defining campaigns
  • Full featured, market leading dialer with exceptional call detection accuracy
  • Agent scripting to ensure consistent, successful 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.
Avaya Outbound Contact Express will be globally available this summer.
"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."
--Mark de la Vega, Vice President and General Manager, Contact Center, Avaya
"The typical contact center operation is largely focused on being available through a variety of means when the customer is ready to initiate contact. But, there is tremendous value to adopting a proactive contact strategy that can alert customers and others when there is information they need to know.  Single vendor, turnkey technology solutions make adopting a proactive strategy much more feasible, and can remove many of the hesitations that may prevent organizations from going down this path."
--Ken Landoline, Principal Analyst, Current Analysis
"We see a significant opportunity for a comprehensive turnkey proactive contact solution for the mid-size contact center. This is a largely underserved market due to the complexity and cost of traditional, multi-vendor solutions. We believe AdvanTel customers will be as excited about Avaya Outbound Contact Express as we are."
--Dan Ferguson, President and CEO, AdvanTel
Additional Resources
Avaya Contact Center Solutions
Tags: Avaya, Avaya Aura, customer experience management, contact center, proactive customer service, outbound customer contact, workforce optimization, analytics,
About Avaya:
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

Deborah Kline