Avaya unveils multimedia CRM tools

Avaya has announced the release of its Multimedia Contact Center customer relationship management suite, which will help...

Avaya has announced the release of its Multimedia Contact Center customer relationship management suite, which will help companies deal with customer enquiries through a variety of applications.

Multimedia Contact Center is built around new releases of Avaya's Interaction Center and Operational Analyst. Using the software, companies can equip their call centres with tools that support customers using e-mail, phone or Web chat.

The software also gives companies choices of where within a call centre to direct calls, support for IP telephony, customer interaction history and sales and service scripting.

Both Interaction Center and Operational Analyst will be available worldwide from 28 June, with local language versions becoming available in August.

Prices are based on the functionality of the media channels needed, but range between $2,000 (£1,372) to $4,000 (£2,743) per concurrent user.

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