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Avaya Contact Center Express Named "2004 Product of the Year" byCustomer Inter@ction Solutions® Magazine


Avaya announced that its mid-market multichannel contact center solution - Avaya Contact Center Express - has been named a recipient of a "2004 Product of the Year" award by Customer Inter@ction Solutions® magazine, the leading publication in the CRM, call center and teleservices industries.

Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, today announced that its mid-market multichannel contact center solution — Avaya Contact Center Express — has been named a recipient of a "2004 Product of the Year" award by Customer Inter@ction Solutions® magazine, the leading publication in the CRM, call center and teleservices industries.

Launched in October 2004, Avaya Contact Center Express is the company's first multimedia contact center solution specifically designed for medium-sized businesses. It helps firms achieve competitive advantage through advanced customer service capabilities typically used by the world's largest enterprises — including inbound and outbound multimedia interaction via voice, Web chat and e-mail, and the ability to route interactions and customer data to employees with the most appropriate skills.

"Avaya has demonstrated to our editors that its Contact Center Express solutions go the extra mile to improve both the customer experience and the ROI for the companies that use them," said Nadji Tehrani, executive group publisher and editor-in-chief of Customer Inter@ction Solutions. "Our 'Product of the Year' awards recognize achievements by companies that demonstrate just this kind of excellence in application development and technological advancement."

One of the companies using the Avaya Contact Center Express solution is UpSource Inc., a Cambridge, Mass. provider of high-quality customer service solutions. UpSource turned to Avaya to improve productivity, supplement contact center reporting and enhance service delivery. With the new multimedia capabilities Avaya provides, UpSource is able to integrate inbound email along with voice calls in its customer interaction process. As a result the company can automatically push customer e-mails to agents and monitor the response rates. The result is improved productivity, efficiency and customer satisfaction — while giving supervisors a better gauge of agent performance.

Avaya Contact Center Express provides a flexible mid-market solution that is easy to install and simple to use. By offering easy integration between contact center applications and business applications, organizations can help reduce implementation costs significantly. The solution also lets mid-sized businesses tap IP networks to closely link distributed workers, and extend contact center functions to agents in any global location. This helps mid-sized firms rapidly scale to address changing business demands, empower employees through more integrated solutions, and create competitive advantage through multiple channels of interaction.

Product of the Year Award winners for 2004 will be featured in the January 2005 issue of Customer Inter@ction Solutions magazine.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications — and distinguished by comprehensive worldwide services — Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site:

About TMC®
Celebrating more than 30 years as a leading publisher, Technology Marketing Corporation (TMC®) publishes Customer Inter@ction Solutions® and INTERNET TELEPHONY® magazines, Web portal, and the online publications SIP , Speech-World , VoIP Developer , WiFi Telephony , WiMAX , Alternative Power and BiometriTech . TMC® is also the first publisher to test new products in its own on-site laboratories, TMC® Labs. TMC® produces INTERNET TELEPHONY® Conference & EXPO, VoIP Developer Conference and Global Call Center Outsourcing Summit . TMC offers live and online certification programs through TMC University. publishes more than 14 online newsletters. Visit for details.

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