OVERVIEW

Optimal Accessibility – Putting You

Ahead Of The Competition With

Superior Customer Communications

In the competitive global market environment we live in

today, businesses that want to differentiate themselves

must be able to provide superior service and high quality

customer interactions. The demands placed on an

efficiently functioning contact center are high: Service

must be superior, and tailored to the individual needs

of customers. Idle time and operating costs need to be

reduced, while at the same time the business must be

accessible around the clock, and still have the ability to

respond quickly during peak busy times.

Avaya Customer Interaction Express is a comprehensive

communications software suite designed specifically to

meet the needs of midsize businesses. It is a true end‑to‑

end solution for businesses that want to differentiate their

services from the competition, achieve better customer

segmentation, and increase the value of each customer

relationship – which can translate into more satisfied

customers and a more profitable business. Customer

Interaction Express provides businesses with the ability to

integrate voice, e‑mail, fax and SMS channels, and pro‑

actively manage the entire customer interaction lifecycle.

Your business can begin at its own pace with one channel

such as voice, for example, and add other channels such

as e‑mail as their business objectives evolve.

Avaya Customer Interaction ExpressHigher Profits Through Customer Focused Strategies

Customer expectations have risen dramatically, requiring companies to develop a far

broader set of capabilities for interacting with customers. To be successful today, midsize

business organizations must be capable of responding swiftly, efficiently and accurately to

their customers no matter which channel of interaction – or combination of channels –

customers choose.

Avaya Customer Interaction Express

Enables Your Business To Implement

Complete End-To-End Customer

Service Strategies That Can Make You

A Customer’s First Choice

This fully integrated suite can deliver a variety of values

and benefits to the customer such as:

• Maximizing the value of every interaction by delivering

consistent, personalized service and identifying

cross‑selling and up‑selling opportunities

• Stronger customer relationships by enabling every

employee to be a customer advocate, providing

exceptional customer service across the business

• Delivering the right service at the right level, anytime,

anywhere due to the benefits of Multi‑vendor,

Multi‑platform, Multi‑switch, and Multi‑site capabilities

• Decreasing costs with fully integrated multi-channel

solutions, rather than disparate point solutions

• Increased first contact resolution (i.e. “I’m calling you

today about the e‑mail I sent yesterday”)

• Enabling your employees to be more productive by giving

them the tools they need to proactively reach out to

customers with new opportunities or to resolve issues

Highlights at a Glance

Flexible media distribution – optimized business

processes: Contacts are distributed to employees based

on your pre‑defined processes

Integrated multi-channel customer contact solution for voice,

fax, e-mail, text messages, and web – provides optimal

accessibility on all communication channels – customers

are free to choose which channel they prefer in order to

do business with you

2

avaya.com

All in one

Customer

Service Solution

Enables delivery

of consistent,

personalized service

to customers across

multiple media

channels and

locations

Easy to manage

and maintain

Built on Microsoft

with common

administration tools

for all components

Evolves with

your business

Start with one contact

channel and build

from there

Fast

implementation

with minimum

disruption to the

business

Pre‑integrated,

simple to use, easy to

manage

Business

Insight into

the customer

experience that’s

easy to use

Real time and

historical reporting for

all media channels

3

Customer prioritization – define and prioritize customers

based on your business strategies

Skills based routing – all customer inquiries are routed

to the employee who is best qualified to handle them,

based on expertise, and past experience with a particular

customer or situation

Voice and self-service solutions – allowing customers to

serve themselves leads to more satisfied customers and

results in a marked decrease in employee workloads

Enhanced outbound contact – software‑based dialing/

outbound communications capabilities can help

make employees more productive and provide more

opportunities for revenue generation.

Telephone marketing – trend research, customer

acquisition and increased sales through targeted

telephone campaigns by the contact center

Online monitoring – real‑time information provides

insight into business operations and enables immediate

adjustment when needed to maximize availability

Historical reports – over longer periods of time,

opportunities can be identified, measured and pursued,

and issues or outages can be discovered and resolved

Voice over IP – IP telephony strategies help reduce costs

and increase profitability

Virtual contact centers and remote workers – enabling

multi‑site operations and optimal resource allocation,

regardless of location

Your Customers Deserve Priority

Treatment – From The Very First Contact!

Intelligent Communications allow you to

focus on the business at hand

As a leading supplier of communication systems

and services, Avaya designs, builds and manages

communication networks for over one million companies

worldwide. Customer Interaction Express provides

customized business communications, offering

intelligent solutions to help you increase productivity and

profitability. This in turn allows you to focus on your core

business concerns: growing your business and enhancing

your customer relationships.

Avaya Global Services for Customer

Interaction Express

Avaya Global Services provides you with the assistance

you may need to implement and utilize Avaya Customer

Interaction Express. Avaya Global Services can provide

onsite or remote support to install the applications and

configure them to work with your various applications and

business locations. In addition, Avaya Global Services,

upon request can provide knowledge transfers to your

primary administrators to help them maximize the

business benefits of Customer Interaction Express.

Learn More

Find the solution that best suits your needs. Talk to your

Avaya Client Executive or Authorized BusinessPartner

today. For more information about Avaya and other

award‑winning solutions, please visit www.avaya.com.

Real-time and historical information provide the insight you need to optimize your business.

INTELLIGENT COMMUNICATIONS

© 2007 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All trademarks identified by ®, TM or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc., with the exception of FORTUNE 500 which is a registered trademark of Time Inc. All other trademarks are the property of their respective owners.01/07 • GCC3356

About Avaya

Avaya delivers Intelligent

Communications solutions that

help companies transform their

businesses to achieve market-

place advantage. More than

1 million businesses worldwide,

including more than 90 percent

of the FORTUNE 500®, use

Avaya solutions for IP Telephony,

Unified Communications, Contact

Centers and Communications

Enabled Business Processes.

Avaya Global Services provides

comprehensive service and

support for companies, small

to large. For more information

visit the Avaya Web site:

http://www.avaya.com.

avaya.com