Avaya Contact Center Express is the first multi-channel, high-volume software solution from Avaya designed specifically for the intelligent routing and computer telephony integration (CTI) needs of medium-sized contact centers.

Contact Center Express provides robust multi-channel routing capabilities for midsized contact centers. Avaya Contact Center Express is a new addition to the Avaya Customer Interaction Suite that manages the collection, queuing, and delivery of voice and non-voice work items such as e-mail and chat sessions to an appropriately skilled agent. Contact Center Express utilizes the powerful routing algorithms resident in Avaya Communication Manager to determine the right resource for the right interaction.

Business Benefits

• Leverages existing Avaya communications equipment and common industry standards to minimize incremental resource needs.
• Allows contact centers to maximize the value of every call by delivering consistent, personalized service and identifying cross-selling and upselling opportunities.
• Allows agents to handle inbound and outbound contacts quickly and accurately.
• Enables supervisors to provide operational oversight of agents' performance.
• Enables comprehensive reporting and analytics with Call Management System, Call Management System Reports, Basic Call Management System Reports, and Interaction Data Server (IDS) Data Repository.

Features at a Glance

• Agent