Launches Contact Center Express, the company's first complete IP-enabled contact center solution designed solely for medium-sized businesses; extends the advanced customer service capabilities of large enterprises to any medium-sized organization
DUBAI, UNITED ARAB EMIRATES - Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, today launched Contact Center Express, the company's first multi-media contact centre solution, aimed solely at medium-sized businesses in the Middle East and North Africa. The solution extends the advanced customer service capabilities of large enterprises to any medium-sized organization, including complete multimedia interaction. This results in more efficient and productive interactions, helping medium-sized businesses drive superior customer service and sales in a cost-effective manner.
Nidal Abu-Ltaif, Managing Director, Avaya Middle East and Africa, said: "Avaya has been at the forefront of the Contact Center and Internet Protocol Telephony revolution in the world as well as in the Middle East; in fact, most of the region's large organizations rely on Avaya technology for their communication and customer interaction needs." He continued: "Today, we are leading the change in the way small to medium businesses interact with customers with the launch of Contact Center Express, an affordable, easy to use and yet, intelligent and cutting edge communication application."
Building on Avaya's market leadership in contact center solutions, Contact Center Express incorporates the features popular with small and large organizations such as: multimedia customer contact; intelligent routing and full integration with existing circuit or IP-based systems. Ultimately, this enables organizations to provide more responsive and tailored customer service.
"Whether customers interact with an organization through phone, the web, or through email, Contact Center Express allows organizations to manage the collection, queuing, and delivery of these interactions methods to the appropriate contact center agent - ensuring that all customer communication is dealt with as quickly and efficiently as possible," explained Roger El Tawil, marketing director for Avaya Middle East and North Africa.
Avaya's new Contact Center Express can be quickly and easily deployed alongside existing call centre infrastructure, without requiring a large budget or significant IT support. Fast deployment with time saving of up to 50 percent, along with its per user pricing structure, brings real value for money to small to medium businesses according to El Tawil.
Avaya's Contact Center Express is available from Avaya Business Partners in the Middle East and North Africa and will be demonstrated at the Middle East Contact Center Exhibition, on the Avaya Stand number D16, taking place on January 16-17th in the Sheikh Rashid Hall at the Dubai' World Trade Center.
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Notes to Editors
In its November 2004, "Europe, Middle East and Africa (EMEA) contact center infrastructure Magic Quadrant report", Gartner research and advisory firm, has listed Avaya in the leaders quadrant in EMEA contact center infrastructure.
The Avaya contact center solution portfolio includes the Avaya Customer Interaction Suite, which features new and advanced capabilities that deliver personalized customer service across any communications channel, and improve the scalability of self-service.
About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including 90 percent of the FORTUNE 500. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services. Driving the convergence of voice and data communications with business applications -- and distinguished by comprehensive worldwide services -- Avaya helps customers leverage existing and new networks to achieve superior business results.
To contact Avaya MENA
Roger El Tawil
Avaya Middle East and North Africa
Dubai
UAE
Tel: +971 4 4048100
Fax: +971 4 4048140
Email:reltawil@Avaya.com
www.avaya.com
Agency contact:
Mark Sutton
ASDA'A Public Relations
Dubai
UAE
Tel: 00-9714-3344550
Fax: 00-9714-3344556
E-mail: info@asdaa.com
Press Release 2005
