Avaya has introduced Avaya Contact Center Select, the customer experience management solutions for midsized businesses. Avaya Contact Center Select offers sophisticated, multichannel contact center capabilities with the simplicity needed by a midsize organisation.

With fewer resources than their large-sized counterparts, midsize companies are often challenged to provide multichannel customer care with technologies typically built for larger enterprises. With the latest launch, Avaya aims to fill the gap 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.

Avaya Contact Center Select is the first of a new category of products from Avaya — enterprise-class solutions that are optimised for the midmarket and work with the Avaya IP Office Platform. Avaya Contact Center Select is based on industry-leading Avaya Aura Contact Center 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

Support for G14 countries’ languages

Avaya Contact Center Select is expected to be available in the market globally in June 2014 through Avaya channel partners. Avaya Contact Center Select software starts at $18,958 with 30 voice agent licenses, a multimedia license, and a supervisor license. Additional licenses are available on a per agent basis.

Avaya Contact Center Select is the second Avaya contact center solutions for IP Office to be announced since the beginning of the year. Avaya IP Office Contact Center offers multichannel capabilities for 5-100 agents.

“Customers’ needs and expectations don’t change simply because of the size of a business. Many midsize companies throughout India have the same customer experience aspirations as large enterprises, but with limited resources. Avaya Contact Center Select and Avaya IP Office Contact Center provide the multichannel capabilities, simplicity and affordability they need in a set of solutions built just for them,” said, Johnson Varkey, director, contact center sales, India and SAARC, Avaya