Avaya App Integrates Customer Contact Channels

04 Jun 2002
Avaya has announced an integrated software suite called Multimedia Contact Center that is designed to help manage CRM operations across multiple locations and channels that range from traditional voice and e-mail to more elaborate contact points, such as Web chat, Web collaboration and telephony environments. 
Company executives said Monday they developed the application to help organizations in their quest for a system that can intelligently service customers equally across all channels. Avaya has positioned the new suite "to help companies of all sizes remember previous interactions with customers, since it's quite likely that a customer will remember those interactions," Jim Smith, vice president, CRM Solutions for Avaya, said. 
Gartner principal analyst Drew Kraus told CRMDaily.com that the new app incorporates capabilities that previously were achieved only through complex customized integrations. Including them in the package is "more cost-effective — not only for high-end, large installations but also for medium-sized enterprises," he said. 
Move to Multimedia
Kraus added that with the new suite, "Avaya has positioned itself very well" to speed the adoption of multimedia functionality in more contact centers. Encouraging migration to multimedia is Avaya's next big challenge, he said. 
Some analysts question the practical effects this new release will have on the market. "Most contact centers operations are still based on the phone," Kevin Scott, senior analyst for AMR Research, told CMRDaily. "Telephony and chat are not being adopted very quickly yet. This is a case where tech supply outstrips demand, which has been pretty much the case for the telecom industry, in general."