In today’s on-demand market environment, customer satisfaction has become more critical to a successful business than ever before. More and more, organisations are feeling the pressure to deliver consistent and personalised service to maintain a competitive advantage. At the same time, they’re increasingly required to accomplish more with less. This means operating contact centres within ever decreasing budgets while striving to enhance the value of each customer interaction and increase agent efficiency and effectiveness across the whole enterprise.

Avaya Contact Centre Solutions offer an array of open, flexible, scalable applications designed to meet a contact centre’s every need that will grow as the business grows.

Avaya Call Centre
Avaya Call Centre provides a total solution for an organisation's sales and service needs. It is build upon proven and innovative Automatic Cell Distribution (ACD) technology that offers a suite of call routing and resource selection capabilities.

Avaya IP Agent
IP Agent is a soft phone application that enables contact centre agents to work from any PC, from anywhere, as long as they are connected to the corporate network.

Avaya Interaction Centre
Interaction Centre is the Avaya Customer Interaction Suite software platform. It can be used as a voice-only.

Avaya Contact Centre Express
Contact Centre Express provides cost-effective, easy-to-implement multi-channel (voice, email, web chat and MSN, AOL and SMS messaging) contact centre solutions specifically designed for medium-sized businesses.

SIP Contact Centre
SIP Contact Centre helps organisations deploy rich media sevices such as presence-based multi-modal communications like voice and video.

Avaya Voice Portal
Voice Portal is a web services-based self-service platform that brings together the power of web services and IP telephony to create more powerful, profitable and satisfying speech and touch-tone solutions.

Interactive Response
Formerly known as Avaya Converstant, Interactive Response is a standards-based self-service platform for contact centres. It enables enterprises to automate voice transactions using speech and touchtone to enhance customer satisfaction.

Proactive Contact
Formerly known as Avaya Predictive Dialling System. Proactive Contact allows agents to reach more customers, quicker and more profitably through the use of automated technology and advanced applications.

Call Management System
CMS provides the information and management tools customers need to monitor and analyse the performance of their contact centre operations, showing where improvements are needed and where to take fast effective action.

Avaya IQ
IQ is a web-based reporting and analytics tool designed to give businesses meaningful insights into contact centre results.

Operational Analyst
Avaya Operational Analyst is a complete operational performance reporting and contact centre analytics environment for multi-channel contact centres.

Avaya Dialog Designer
Dialog Designer is an open-standard based Integrated Development Environment (IDE) for voice self-service applications. It's a drag-and-drop environment for development and maintenance of speech and touch-tone applications.

Application Enablement Services
AE Services provide an enhanced set of Application Programming Interfaces (APIs), protocols and web services.