CCE

 

Avaya Contact Center Express is Microsoft Windows-based software suite that enables companies to turn one-dimension call centers into powerful multi-media 'contact' centers.

Using the phantom call capability supported by Avaya Definity, MultiVantage and Communication Manager switches, Contact Center Express 3.0 allows your customers to make contact with you via phone, email, text or instant messaging.

Whether your customer likes texting on their mobile, sending emails or chatting over the internet, their method of communicating will be treated exactly the same as a traditional phone call - it'll be placed in a priority queue and distributed to an agent with relevant skills and knowledge. What's more, the agent can reply using the same method of contact, conducting a helpful conversation, just like you'd expect over the phone.