New Multi-Channel Offering from Avaya Staff

Updated · Oct 04, 2001

Avaya Inc., a global corporate communications provider, has released its newest CRM solution, the Avaya Interaction Center. The Avaya Interaction Center, powered by the Avaya Interaction Engine, is a flexible software solution that enables enterprises to deliver personalized customer service consistently across multiple channels.

“Avaya Interaction Center gives companies the power to intelligently and cost-effectively make decisions on how to do business in a multi-channel environment,” said Jim Smith, Avaya vice president, CRM Solutions. “This is part of Avaya’s strategy to provide businesses with flexible, scalable, reliable tools that offer enhanced service capabilities and work with equipment from a variety of vendors and over diverse locations.”

The integrated portfolio of software intelligently routes inbound and outbound customer interactions across a variety of communications channels, including voice, voice over IP, interactive voice response (IVR), predictive dialing, speech recognition, fax, imaging, e-mail, Web, and e-commerce systems. Avaya Interaction Center, part of the Interaction Management Solutions suite, lets companies add communications channels to their multi-vendor networks as needed. The Interaction Center works with applications from other companies, back-office systems, and legacy systems and one set of customization and administration tools work across the suite.

Priced from US $500 to $3500, Avaya Interaction Center provides broad platform support for Windows NT, Windows 2000 or Sun Solaris and for MicroSoft SQL or Oracle databases. Additionally, Interaction Center provides telephony support for Siemens, Mitel, Aspect and Nortel switches, as well as Avaya’s Enterprise Class IP Solutions (ECLIPS), which include Avaya DEFINITY(R) Communications Servers and the IP 600. Avaya Interaction Center also supports interactive voice response systems (IVRs) from Avaya, Brooktrout and Edify.

Headquartered in Basking Ridge, N.J., Avaya provides communications systems and software for enterprises, including businesses, government agencies and other organizations, offering voice, converged voice and data, customer relationship management, messaging, multi-service networking and structured cabling products and services.

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