-- Enhanced Reporting: Enhanced multimedia performance reporting on real- time and historical activity in a contact center environment. Voice reporting is also added to existing e-mail and IM reporting, enabling companies to gain the robust reporting required for top-tier customer service. Users can choose from a range of standard reports or use custom reporting tools to create reports tailored to their specific needs. -- Speech Self-Service Improvements: Integration with Avaya Voice Portal -- the award-winning platform for automated voice, speech self-service and video customer care -- provides seamless self and assisted service offerings. -- More Automated Features: More automated capabilities used by large contact centers are extended to the mid-market space. For example, a "Customer Requested Callback" feature lets customers who cannot hold on the line to request a callback, automatically scheduling a return call from an agent.Free & Clear Uses Avaya Contact Center Express For Personalized Service Avaya Contact Center Express has been installed by many companies worldwide, including Seattle, WA-based Free & Clear(C), Inc., the healthy behaviors company. Free & Clear had specific needs to address in creating a customer service operation that, among other activities, could help patients quit tobacco use by scheduling "quit smoking" dates and providing supportive counseling via the phone. Avaya Contact Center Express provided an integrated platform for inbound and outbound customer service that easily evolves as Free & Clear grows. "Avaya's mid-size solution is ideal for our current and future needs," said Leif Haslund, telecom manager at Free & Clear. "It provides an effective way to deliver personalized, professional treatment to customers across 18 states. We currently have 2 contact centers with more than 300 agents, and as we expand, we're confident Avaya Contact Center Express will help us do so with ease and agility." About Avaya Avaya is the leader in the contact center market based on total agent shipments worldwide (Gartner, Inc. market share measurements for 2008(2)). For more information on Avaya and its full portfolio of contact center solutions, visit: www.avaya.com. Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. (1) Acquisition completed through an Avaya subsidiary, which previously owned approx. 23% of Agile Software. The Avaya subsidiary acquired the remaining 77% of Agile Software from Agile (NZ) Limited. (2) Source: Gartner, Inc. "Gartner Worldwide Contact Center Market Share, 2008" by Drew Kraus, March 2009.
Contact Information: Media Inquiries: Jonathan Varman 908-953-6432 jvarman@avaya.com