Avaya Beefs Up Midmarket Focus With IP Office Contact Center

By Kelly Teal Comments
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Avaya is beefing up its midmarket focus with the release of IP Office Contact Center.

"This is a significant development for us," said Richard Steranka, vice president, worldwide partner organization at Avaya.

That's because most contact centers employ fewer than 100 agents and Avaya historically was not able to go after that space because it offered price points and feature sets that didn't fit mid-market users' needs.

IP Office Contact Center changes that, Avaya said. Now, contact centers with five to 100 people may add IP Office Contact Center to Avaya IP Office 9.0 deployments to enable voice, email and chat.

Additional capabilities include:

  • Support for multichannel inbound and outbound contacts (voice, email, chat)
  • Call recording for every agent
  • Dedicated server or virtualized environment deployment options

The ease of installation for IP Office 9.0 provides a big opportunity for partners whose clients need simple, fast solutions, Steranka said.

"[IP Office 9.0] is deployed in less than an hour," he said. "And now that we're adding contact center with it, it's a very broad ... solution."

Steranka said margins fall into the 25-30 percent range and said Avaya provides "numerous incentives that reward new customer capture and selling the full solution suite." Selling a complete Avaya platform can net upwards of 14 percent more margin, Steranka said.

IP Office Contact Center will be available in the U.S., Canada and other countries on Feb. 28.

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