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Avaya Unveils Outbound Contact Express for Proactive Management of the Customer Experience

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June 04, 2013

Avaya Unveils Outbound Contact Express for Proactive Management of the Customer Experience

By Rajani Baburajan, TMCnet Contributor

Avaya (News - Alert) has developed its new Outbound Contact Express that leverages call detection capabilities as well as Avaya’s advanced patented preview and predictive dialer algorithm for effective use of agent time in call centers.

A predictive dialer is a computer based system that automatically dials groups of telephone numbers and then passes live calls to available agents. Advanced predictive dialers also have the capability to speed up and slow down the call rate based on number of available agents, number of available lines, the campaign’s average call time and other statistical information.

Avaya Outbound Contact Express not only lowers cost per call to reach customers, it also reduces the complexity associated with day to day operations and maintenance of traditional, multi-vendor solutions. It comes with all the hardware, software and support services needed for cost-effective, proactive customer experience operations.

The solution comes with an administrative Web client for defining campaigns as well as a full featured dialer with exceptional call detection accuracy. Agent scripting ensures consistent, successful customer interactions. Reporting and call recording ensure quality and compliance.

Avaya Speech Analytics drives insight and improvement to agent performance and operations. It also comes with 24x7 support and Expert systems monitoring. Customers also benefit from software upgrade protection as well as optional parts support.

The solution is ideal for the mid-size contact center with 25-250 agents and up to 500 trunks.

"Establishing proactive customer experience operations has previously required companies to engage in a long, arduous process and with several vendors, and was often out of the reach of mid-sized operations,” said Mark de la Vega, vice president and general manager, Contact Center, Avaya, in a statement.

“Avaya Outbound Contact Express streamlines all this with a powerful, pre-integrated solution that provides all the pieces, including ongoing support and upgrade protection, need for highly effective operations,” Vega added.

Edited by Blaise McNamee

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