Avaya Unveils Five New IP-Based Contact Center Apps

Avaya Inc. has unveiled five new IP-based contact center applications as part of its Customer Interaction Suite, designed to enhance customer relationship operations through a virtual IP contact center.

The applications include the IP Agent 6.0 soft phone with Session Initiation Protocol (SIP)-enabled presence and instant messaging, and Interaction Center 7.0, a browser-based contact manager with enhanced language support. Call Center 3.0 can scale from 1,500 to 3,000 agents per skill and provides simplified vector subroutine creation for rules-based routing and upfront survivability assessment capabilities,

Two applications are designed to analyze and manage operation effectiveness. Operation Analyst 7.0 features a new reports wizard, and workflow design functions and Call Management System 13 provides enhanced real-time and historical reporting capabilities and processing power. According to Avaya, the new applications help deliver a lower total cost of ownership while enhancing analysis beyond traditional contact center measurements, such as average talk time, to provide finely granular performance data.

"With IP telephony, businesses can use every resource in their organization to serve customers better, faster and with greater levels of personalization," Avaya Enterprise Communications Applications Division vice president Eileen Rudden said in a statement. "To achieve this, companies must be able to intelligently extend IP contact center applications to distributed agents, workers and experts in any location. Avaya's new applications help organizations turn nearly any part of their business or any employee into a contact center resource to improve customer service and increase revenue opportunities."