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Avaya Simplifies Multimedia Customer Interaction

08-22-2006
  • New version of Avaya Interaction Center software provides agents with consolidated view of information and applications for more efficient customer service operations

Avaya introduced the new version of its Internet protocol (IP)-based multimedia contact center software, Avaya Interaction Center 7.1, featuring new capabilities that help customer service agents more effectively manage customer interactions. 

Basking Ridge, N.J. – Avaya Inc. (NYSE:AV), a leading global provider of business communications applications, systems and services, today introduced the new version of its Internet protocol (IP)-based multimedia contact center software featuring new capabilities that help customer service agents more effectively manage customer interactions. With Avaya Interaction Center 7.1, organizations can use a new software development kit to fully customize agent screens so that the most complex customer transactions – via phone, e-mail or Web chat – can be more simply managed through a single, easy-to-use portal. This helps drive new efficiencies and greater productivity across a company’s entire customer service operations.

 

The new software development kit comes integrated with Avaya Interaction Center and easily incorporates new technologies such as Web services to help simplify the design and development of agent desktops. Organizations have virtually unlimited options for designing screens that provide agents consolidated access to all of their business applications. 


One company with a first-hand look at how Avaya Interaction Center 7.1 can transform contact center operations is Viecore Inc. As an industry-leading contact center consulting and systems integration firm, and member of Avaya’s BusinessPartner program, Viecore helps many of the world’s largest businesses deliver fast and efficient customer service, improved customer relations, and a quick return on their investment.


Viecore discovered that a leading issue impacting contact center productivity is the proliferation of databases, systems and applications that agents must access in order to respond to customer inquiries and complete transactions.

 

"Today’s businesses are looking for a more efficient way for their contact center agents to pull information from disparate backend systems and applications – from mainframes and data warehouses to CRM applications and third-party platforms," said Tom Chisholm, CEO and president of Viecore Inc. "The new version of Avaya Interaction Center and its software development kit enables the design of a single screen to integrate all of these resources. This reduces the time agents spend looking for information, and helps improve contact center efficiency and customer service."

 

Customized Tools, Web Services Yield More Intelligent Customer Communications


With Avaya Interaction Center’s advancements, administrators can customize tools that agents rely on to do their job — such as context-based toolbars, communication controls, contact history and other informational displays — and embed them within existing enterprise applications, such as customer relationship management (CRM) and customer database applications.  Doing so can speed access to the information required to complete a transaction.  Since Avaya Interaction Center easily integrates with existing Web Services-based applications, the need for new code development is minimal.


The software development kit for Interaction Center is based on familiar, industry-standard Microsoft and JAVA tools, which further simplifies the development and maintenance of contact center applications.


According to Eileen Rudden, vice president and general manager, communications applications pision for Avaya, the Interaction Center software helps businesses give their customer service agents a better way to quickly access the information they require to handle customer interactions.

 

"By making it easier to incorporate Web services and customize context-sensitive screen designs, Avaya helps companies provide agents with more intelligent access to the information and applications they need to do their job, so they can deliver the best possible customer service," said Rudden.


In addition to the customization options, Interaction Center 7.1 can also be used 'out of the box' without customization using the Avaya Agent desktop. Avaya offers pre-built, pre-tested adapters for incorporating Interaction Center functionality into CRM applications from leading vendors such as Siebel, PeopleSoft and now SAP.


Avaya Interaction Center 7.1, part of the Avaya Customer Interaction Suite of contact center applications, is now generally available globally. For more information, please visit:

http://www.avaya.com/gcm/master-usa/en-us/products/offers/interaction_center_release71_sip.htm?R=y

 

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) 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 website: http://www.avaya.com.


About Viecore
Viecore is a leading consulting and systems integration firm delivering end-to-end automated customer interaction solutions. Since 1989, Viecore has been a trusted advisor to enterprise-level corporations, providing leadership and guidance in defining contact center strategies. Our integration services bring together CTI (computer telephony integration), IVR (integrated voice response), speech, and web technologies—to deliver comprehensive customer interaction management solutions for a wide range of industry segments. Our customer interaction solutions are deployed in thousands of enterprises worldwide, helping millions of callers every day, access information and perform self-service transactions. Viecore is headquartered in Mahwah, NJ. For more information, please go to www.viecore.com or call 201-252-9100.

 

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