Avaya Inc. announced Tuesday at the Call Center & CRM 2002 show in Toronto that it is extending its IP network-based customer relationship management platform to midsize businesses.
The new product, known as the Avaya IP Contact Center for Mid-Sized Businesses, is targeted at contact centers with from 20 to 50 customer service agents, Avaya officials said. Its designed to allow such customers to take advantage of Internet communication channels, such as e-mail management, Web chat, and escorted online browsing and collaboration, while providing a foundation for IP telephony so they can transmit voice and data on a single network.
The combined hardware-software offering includes a specially packaged edition of Avayas Interaction Center CRM suite, the Avaya IP600 platform for converged voice and data communications across a companys LAN or WAN, and the Avaya G600 Media Gateway hardware for handling voice and signaling traffic between IP and circuit-switched networks.
This summer, the solution will be offered on Avayas S8100 Media Server—an IP telephony server designed for small-to-medium-sized businesses—in combination with Avayas MultiVantage voice application software, officials said.
“More and more businesses expect to choose from a variety of channels to interact with their customers, regardless of the size of the company,” said Keith Larson, vice president and general manager of Avayas CRM Solutions Group, in a statement. “Each channel—whether phone, online or live service—has different requirements for how a company supports the interaction.”
Avaya IP Contact Center for Mid-Sized Businesses is available now through Avaya business partners. Pricing for hardware, software and services ranges from $150,000 to $225,000 based on configuration requirements and the number of communication channels needed.
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