Avaya said customer feedback has shown that medium-sized firms were aware of the need to improve customer service but are wary of investing in technology that may not "pay its way".
Contact Centre Express incorporates customer contact through voice, web chat and e-mail, intelligent routing and straightforward installation with circuit or IP systems. The software integrates with customer relationship management systems and Microsoft Outlook.
Research by analyst company Datamonitor found that cost-effectiveness, ease of installation, integration and maintenance are the main factors medium-sized firms consider when buying a contact centre product.
Alex Kwiatkowski, an analyst at Ovum, said, "An integrated contact centre offers rapid implementation and results in a single supplier having responsibility for support and maintenance."