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Small and Medium Sized Businesses — At Your Service!

06-23-2003
  • Avaya adds new dimensions to SMB customer service withmultimedia contact centre

Effective customer service is essential in today's competitivesmall and medium business (SMB) market. To help customers achievethis competitive edge, Avaya (NYSE:AV), a leading provider ofcommunications networks and services for businesses, has launchedmultimedia contact centre applications designed specifically forSMB needs. The new multimedia software applications are availablewith the Avaya IP Office and INDeX® IP converged communicationssystems. The applications will enable better customer service andincrease operational efficiency by offering customers emailfacilities and web chat as well as traditional telephone contact asa means of communicating. Previously, full multimedia contactcentre capability has been unavailable to SMBs at a price andspecification to match the size and needs of their businesses.

Effective customer service is essential in today's competitivesmall and medium business (SMB) market. To help customers achievethis competitive edge, Avaya (NYSE:AV), a leading provider ofcommunications networks and services for businesses, has launchedmultimedia contact centre applications designed specifically forSMB needs. The new multimedia software applications are availablewith the Avaya IP Office and INDeX® IP converged communicationssystems. The applications will enable better customer service andincrease operational efficiency by offering customers emailfacilities and web chat as well as traditional telephone contact asa means of communicating. Previously, full multimedia contactcentre capability has been unavailable to SMBs at a price andspecification to match the size and needs of their businesses.

The multimedia contact centre functionality will enable contactcentres with up to 75 users of IP Office and up to 400 users ofINDeX with features including multimedia customer access, inboundand outbound call routing, dropped call highlighting and managementreports. Multimedia contact allows customers to communicate in theway they wish from telephone to email and web chat. Dropped callhighlighting and management reporting means customer calls —including any that have rung off — can be tracked to help preventmissed sales opportunities.

David Groves, SMB contact centre specialist at Avaya said:"According to Datamonitor, 85% of contact centres have less than100 agents and therefore this represents a significant opportunityto use multimedia contact technology to improve service. The newmultimedia contact centre applications are designed specifically toenable SMBs such as those from retail and leisure to thedistribution sectors where service is a key differentiator tofacilitate consistently good customer service."

The software provides a low total cost of ownership, withpricing starting at £300 per user depending on user numbers and thesystem used. Installation is easy and relatively quick, taking oneto two days, with no need for complex and expensive customisationof features. This allows businesses to upgrade with minimalinterruption to service. Also, dedicated staff are not needed tomaintain the system as there is no need for complex infrastructuremaintenance, and staff will be able to use the multimediafunctionality following a simple half-day training course.

The multimedia functionality will be available in modules tosuit the inpidual needs of SMBs, enabling companies to increasefunctionality when they need it. There are two modules:

  • E-mail – from customers can be routed to all customerservice staff or a selected group. Also, reporting functionalityfor e-mail communication enables customer service staff to ensuree-mails are dealt with rapidly
  • Web Chat – from customers can be routed to designatedcustomer service staff. This provides instant communication forcustomers who have their queries answered by staff via the Website, including pushing information from specific web pages tothem.


Tony Cooke, managing director of Avaya's business partner,Telinet Ltd said: "Telinet is using the multimedia contact centrefunctionality to provide an excellent level of service toprospective and existing customers. It allows us to deal with ourcustomers the way they want, providing a level of service thatdifferentiates us from our competitors without costing afortune."

The multimedia contact centre functionality will be availablefrom Avaya's business partner network in July. The INDeX MultimediaContact Centres Modules will be available in: the UK; Netherlands;Iceland; Sweden; Australia and New Zealand.

The Avaya IP Office multimedia Compact Contact Centre will beavailable in: the UK; Austria; Belgium; Denmark; Finland; France;Germany; Gibraltar; Greece; Hungary; Ireland; Italy; Netherlands;Norway; Poland; Portugal; Sweden; Switzerland; USA; Argentina;Brazil; Canada; Australia; China; Korea; New Zealand andMexico.

About Avaya
Avaya Inc. designs, builds and manages communications networks formore than 1 million businesses worldwide, including 90 percent ofthe FORTUNE 500®. Focused on businesses large to small, Avaya is aworld leader in secure and reliable Internet Protocol (IP)telephony systems and communications software applications andservices.

Driving the convergence of voice and data communications withbusiness applications — and distinguished by comprehensiveworldwide services — Avaya helps customers leverage existing andnew networks to achieve superior business results. For moreinformation visit the Avaya Web site: http://www.avaya.com

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