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Avaya aims contact centre products at growing SME market

Avaya have announced details of valuable additions to its Aura SIP platform, designed to meet the growing demand from SMEs for contact centre capabilities.

Included in its range of products is the Company's WorkForce Optimisation tool which includes call recording, quality control, optimisation analytics and speech analytics designed to improve interactions with customers.

"The number of SMEs wanting to move beyond purely using a customer relationship management system to a full call centre experience is growing rapidly, and WorkForce Optimisation can help firms of between 150 and 1,000 seats to do this," said Nigel Moulton, Avaya's director of product marketing.

"Many firms now see the benefit of a dedicated system for their call handling to improve interaction with customers for support and sales, and the legal position of having all calls recorded is important for many firms too."

Avaya has also upgraded its IQ analytics tool to version 5.1, promising to help organisations monitor how they handle calls, and has launched Proactive Outreach Manager to host outbound multimedia interactions on a single platform.

"Customers contact firms through email, SMS or the phone, so it's important that firms are able to do the same with outbound communications to help improve their connections with customers," said Moulton.

21st July 2010
July 2010 - Avaya aims contact centre products at growing SME market