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APAC organisations that adopt good CEM strategies enjoy increased profit: Avaya

Zafirah Salim | May 23, 2014
These organisations reported positive profit changes in the past year, with 64 percent acknowledging an increase in loyalty.

Organisations across the Asia Pacific region, regardless of size, that have adopted good Customer Experience Management (CEM) strategies have witnessed profit changes in the past year, with 64 percent acknowledging an increase in loyalty.

This is according to a recent survey conducted by business communications and collaboration provider Avaya.

With fewer resources as compared to large enterprises, midsized companies are often faced with the challenge to provide multichannel customer care with technologies typically designed for larger enterprises.

In order to bridge this gap, Avaya has introduced customer experience management solutions specially tailored for midsized business. According to its media statement, the newly-developed Avaya Contact Center Select offers sophisticated, multichannel contact center capabilities with the simplicity needed by a midsized organisation.

“Customers’ needs and expectations don’t change simply because of the size of a business. Many midsize companies have the same customer experience aspirations as large enterprises, but with limited resources,” said Mark De La Vega, Vice President of Contact Center Solutions. “Avaya Contact Center Select and Avaya IP Office Contact Center provide the multichannel capabilities, simplicity and affordability they need in a set of solutions built just for them.”

Optimised to work with Avaya IP Office Platform, the software offers:
•    Multichannel support – voice, email, web chat, SMS and fax
•    Scalability for 30 to 250 agents
•    Inbound and preview / progressive outbound
•    Support for local or remote agents
•    Skills-based routing
•    Supervisors, reporting (real-time and historical), recording tools
•    Support for virtualized VMware environments
•    Support for G14 countries’ languages

Avaya Contact Center Select is expected to be available worldwide in June 2014 through Avaya channel partners. Its price starts at $18,958 with 30 voice agent licenses, a multimedia license, and a supervisor license. Additional licenses are available on a per agent basis.


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