PGH Networks


Avaya on Monday released a new contact center product for small and mid-size enterprises that don’t need the hefty features, or expenses, of their larger counterparts.

Outbound Contact Express is just that – a turnkey, smaller, but fully functional, version of Avaya’s other contact center platforms. Avaya said it’s best for telemarketing and collections.

Outbound Contact Express comes with hardware, software and support services for contact centers with 25-250 agents, and up to 500 trunks. Plus, Avaya says, Outbound Contact Express deploys in one or two days, compared to a typical time of 30 days.

“Establishing proactive customer experience operations has previously required companies to engage in a long, arduous process and with several vendors, and was often out of the reach of mid-sized operations,” said Mark de la Vega, vice president and general manager of Avaya’s contact center division. “Avaya Outbound Contact Express streamlines all this with a powerful, pre-integrated solution that provides all the pieces, including ongoing support and upgrade protection, needed for highly effective operations.”

Avaya said the primary differentiators for the new platform include low acquisition cost, smaller operational footprint, and the pre-integration of elements such as dialer, agent scripting, call reporting and call recording. Avaya Proactive Content, on the other hand, focuses on mid-size and large enterprises with more sophisticated needs, while Proactive Outreach Manager targets companies doing automated and multimedia campaigns.

Other aspects of Outbound Contact Express include a web client for defining campaigns, dialer with call detection, speech analytics, around-the-clock support and monitoring, software upgrade protection and optional parts support.

Avaya Outbound Contact Express will be available worldwide this summer and sold through channel partners.