Avaya Intros Proactive Management Platform for Midsize Businesses

03 Jun 2013
Avaya is touting that it will offer contact centers a new and more "proactive" approach to managing the customer experience. Dubbed Outbound Contact Express, the platform is a turnkey solution for managing resources, processes and technologies with the intent of turning around an optimal customer experience. The product is designed to improve call detection accuracy through predictive and preview dialing algorithms, which should lead to more on-point agent scripting and definition around product campaigns. By Rachel King, ZDNet