Avaya "Right-sizes" Contact Center Solutions for Midsize Businesses

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For Immediate Release:29 Apr 2014

  • Avaya Contact Center Select offers enterprise-class multichannel contact center capabilities built for the midsize business
  • Optimized to work with Avaya IP Office™ Platform
  • Fills the gap for sophisticated customer experience technologies in the growing midmarket
Santa Clara, Calif – Avaya today announced Avaya Contact Center Select, the latest addition to its customer experience management solutions for midsized businesses. Avaya Contact Center Select offers sophisticated, multichannel contact center capabilities with the simplicity needed by a midsize organization.
Midsize companies are often challenged to provide multichannel customer care with technologies typically built for larger enterprises. Avaya fills the gap in purpose-built midmarket communications and collaboration solutions to enable both mid and large enterprises to equally address the needs of their most strategic assets: their customers.
Avaya Contact Center Select is the first of a new category of products from Avaya — enterprise-class solutions that are optimized for the midmarket and work with the Avaya IP Office™ Platform. Avaya Contact Center Select is based on industry-leading Avaya Aura® Contact Center and provides:
  • Multichannel support – voice, email, web chat, SMS and fax
  • Scalability for 30-250 agents
  • Inbound and preview / progressive outbound
  • Support for local or remote agents
  • Skills-based routing
  • Supervisors, reporting (real-time and historical), recording tools
  • Support for virtualized VMware environments
  • Support for G14 countries' languages
Avaya Contact Center Select is expected to be generally available globally in June 2014 through Avaya channel partners. Avaya Contact Center Select software starts at $18,958 with 30 voice agent licenses, a multimedia license, and a supervisor license. Additional licenses are available on a per agent basis.
Avaya Contact Center Select is the second Avaya contact center solutions for IP Office to be announced since the beginning of the year. Avaya IP Office Contact Center offers multichannel capabilities for 5-100 agents.
Led by the flagship Avaya IP Office Platform, Avaya's midmarket portfolio offers one of the most comprehensive portfolios of communication and collaboration solutions on the market. In addition to the contact center solutions, the portfolio includes video collaboration, mobility, security and networking solutions.  
QUOTES
"Customers' needs and expectations don’t change simply because of the size of a business. Many midsize companies have the same customer experience aspirations as large enterprises, but with limited resources. Avaya Contact Center Select and Avaya IP Office Contact Center provide the multichannel capabilities, simplicity and affordability they need in a set of solutions built just for them."
Mark de la Vega, vice president, Contact Center Solutions, Avaya
Tags: Avaya, Avaya IP Office, contact center, customer service, customer experience, multichannel, midmarket, communications, midsize business
About Avaya
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
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