Avaya to showcase intelligent customer service solutions at Middle East Call Center 2.0

"There is currently tremendous momentum in the Contact Center industry in the Middle East. This is being fueled by growth in the financial and telecommunications industries, which are expanding their customer service operations," explained Roger El Tawil, marketing director for Avaya in the Middle East, North Africa and Turkey.

As the global leader in supplying Contact Center agent solutions , Avaya is one of the key sponsors of Middle East Call Center 2.0 and will use the occasion to showcase Customer Interaction Express, a full-featured contact center software suite built expressly for small and medium enterprises. Customer Interaction Express (CIE) handles all incoming and outgoing customer transactions across multiple media channels, including phone, e-mail, fax and SMS. The solution also offers sophisticated call routing and reporting capabilities, enabling corporations from 100 to 1,000 employees with contact centers from 20 to 150 agents to deliver consistent service to customers from multiple locations.

Unlike many offerings for the mid-market, which are often watered-down versions of a large enterprise product with fewer features and functionalities, CIE offers customers complex functionality in an easy-to-integrate software solution. The easy integration is a result of Avaya's drive to offer stand alone software solutions to companies of all sizes.

CIE is part of Customer Interaction Suite, Avaya's Internet protocol (IP)-based multimedia contact center software that allows customers to be served by the most capable resources throughout the enterprise. Customer Interaction suite uses new capabilities such as streaming video while providing a complete view of the customer experience. In addition, all enterprise resources such as sales, supply chain, billing or other support functions can be instantaneously engaged to serve customers cost-effectively, regardless of location. The integration of live or streaming video delivers a richer experience for those customers interacting through PCs or smart mobile devices, while new analytics tools allow enterprises to manage and tailor the customer experience through the use of real-time monitoring and historical data analysis.

"Businesses in the region are starting to realize that the function of a call center has gone beyond just receiving and answering calls, and that contact centers can in fact become a competitive differentiator. For example, our proactive contact solutions can be used for automated outbound calling to customers for loyalty purposes (such as appointment reminders) or revenue generation (telemarketing campaigns),"

added El Tawil.

End-to-end Session Initiation Protocol, or SIP, support is at the core of the new capabilities of the Avaya Customer Interaction Suite. SIP is an emerging Internet-based standard for communications that enables people, resources, and devices to be intelligently connected over IP networks regardless of their location.

Avaya Customer Interaction Suite is comprised of: Call Center, Interaction Center, Voice Portal and Avaya IQ, a reporting and analytics platform. These capabilities will be on display at the Avaya stand #A5 located in Hall 5 of the Middle East Call Center 2.0 which takes place at the Dubai International Convention and Exhibition Center.