The midsized market is often overlooked with regards to technology yet their needs are often similar to their larger counterparts.
Jasco is addressing this with the availability of Avaya’s Contact Centre Select solution, the latest addition to its customer experience management solutions for midsized businesses. Avaya Contact Centre Select offers sophisticated, multichannel contact centre capabilities with the simplicity needed by a midsize organization.
With the introduction and uptake of social media and additional communication channels such as IM, midsize companies are often challenged to provide multichannel customer care with technologies typically built for larger enterprises. Jasco fills this gap with Avaya’s in purpose-built midmarket communications and collaboration solutions to enable both mid and large enterprises to equally address the needs of their most strategic assets: their customers.
Says Andre Deetlefs, product executive at Jasco Enterprise, “As an Avaya Platinum Partner and member of the International Avaya Users Group (IAUG), we are positioned to assist these midsized businesses leverage corporate technology built into Avaya’s midsized solutions to enhance their contact centre functionality and as such, allow them to improve their ‘customer experience’.
“Our many years’ experience and integration capabilities ensure we are also able to leverage these midsized businesses’ existing infrastructure, allowing them to maximize their current technology investments.”
Avaya Contact Centre Select is the first of a new category of products from Avaya — enterprise-class solutions that are optimized for the midmarket and work with the Avaya IP Office Platform. Avaya Contact Centre Select is based on industry-leading Avaya Aura Contact Centre and provides:
* Multichannel support – voice, email, web chat, SMS and fax;
* Scalability for 30-250 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; and
* Support for G14 countries’ languages.
Led by the flagship Avaya IP Office Platform, Avaya’s midmarket portfolio offers one of the most comprehensive portfolios of communication and collaboration solutions on the market. In addition to the contact centre solutions, the portfolio includes video collaboration, mobility, security and networking solutions.
“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. Avaya Contact Centre Select and Avaya IP Office Contact Centre provide the multichannel capabilities, simplicity and affordability they need in a set of solutions built just for them,” says Mark de la Vega, vice president, Contact Centre Solutions, Avaya