Computer Telephony Integration CTI - Contact Center Express

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Overview

Avaya Contact Center Express (CCE) is a solution that addresses midsize market multi-channel contact center needs. Contact Center Express enables businesses to better compete in the global marketplace with extensive, proven CTI and multi-channel capabilities that translate into real results for their contact centers.

Avaya Contact Center Express provides cost-effective, easy-to-implement multi-channel (voice, email, web chat and MSN, AOL and SMS messaging) contact center solutions specifically designed for medium-sized businesses. It consists of easy-to-use applications and a framework of server components that can be used to CTI-enable existing solutions, or build new, high quality applications. Contact Center Express leverages existing investments because it was designed to further enhance Avaya contact centers by integrating the powerful resident capabilities of Avaya Communication Manager and Call Center solutions with customer data, applications, and processes. It is easy to implement and simple to use and maintain. In fact, new Agent Rules and Routing Rules wizards can eliminate software development for system integration in many applications.

What's New With This Release

Part of the Contact Management portfolio in the Avaya Customer Interaction Suite, Contact Center Express provides a solution for many of the enhanced requirements in today’s contact centers that have traditionally been considered expensive and time consuming to implement.

Business Benefits

• Leverages existing Avaya communications equipment and common industry standards to minimize incremental resource needs.

• Allows contact centers to maximize the value of every call by delivering consistent, personalized service and identifying cross-selling and upselling opportunities.

• Allows agents to handle inbound and outbound contacts quickly and accurately.

• Enables supervisors to provide operational oversight of agents' performance.

• Enables comprehensive reporting and analytics with Call Management System, Call Management System Reports, Basic Call Management System Reports, and Interaction Data Server (IDS) Data Repository.