Avaya Customer Interaction Express is a comprehensive multi-channel communications suite designed for midsize businesses. Customer Interaction Express provides businesses the ability to integrate voice, e-mail, fax and SMS communication channels into a single contact center solution and manage the entire customer interaction lifecycle. By linking multiple sites together into one cohesive contact center, Customer Interaction Express can enable businesses to provide superior customer service, and at the same time increase productivity and, ultimately, profitability.

What's New With This Release
Customer Interaction Express is a complete multi-channel contact center suite designed for midsize businesses. It is a software based Automatic Call Distribution (ACD) running on standard window servers. Customer Interaction Express is the next generation of a contact center solution from Avaya based on the proven technology of Business Call/Contact Center (BCC), which has been available in the market for several years. The architecture of Customer Interaction Express is platform independent and can run on Avaya Communication Manager 3.1 and above releases or on the Integral 33 and Integral 55. The suite provides customers with the ability to start off with basic inbound CTI screen pops and skills-based routing and grow the solution over time, as their business requires, to include IVR, outbound, e-mail and other functionality.

Business Benefits

• Maximize the value of every interaction by delivering consistent, personalized service, and identifying cross-selling and up-selling opportunities.
• Build stronger relationships with customers by proactively contacting them to resolve issues before they can cause dissatisfaction.
• Increase revenue and improve customer satisfaction with a multi-channel solution.
• Provide a consistent level of customer service across all media channels.
• Increase first contact resolution (i.e., “I’m calling you today about the e-mail I sent yesterday.”).

FEATURES

• Agent Workplace
• Inbound Voice
• Topic Routing
• Advanced Routing Option
• Outbound Voice