Avaya Unveils New Multimedia CRM Tools

04 Jun 2002
With an eye toward giving its users more ways to interact with their clients, Avaya Monday announced the release of its new Multimedia Contact Center customer relationship management suite, which helps companies deal with their customers using the Web, e-mail, and phone. 
Multimedia Contact Center is built around new releases of two existing Avaya products, Interaction Center and Operational Analyst. Using the capabilities of those two programs, Multimedia Contact Center will let companies equip their call center staffs with tools that support customers using Web chat and collaboration, e-mail, knowledge bases and more, the Basking Ridge, N.J., Avaya said in a statement. The software also gives companies choices of where within a call center to direct calls, support for IP telephony, customer interaction history and sales and service scripting, the company said. 
The new version of Avaya Interaction Center provides the bulk of these capabilities to the Multimedia Contact Center. The software is built around five components: Outbound Contact Management, Telephony, Web, E-mail and Agent. The Outbound Contact Management feature will allow companies to implement automated, proactive calls to customers, the company said.