Call Center Services Featured Article

Avtex Launches New Contact Center Applications

By Arvind Arora
TMCnet Contributor

Avtex, a provider of communication and collaboration technologies to its customers, has announced the launch of its Contact Center optimization software and new Communications Enabled Business Process (CEBP) applications for Unified Communications (News - Alert) (UC). The company is a Microsoft Gold Partner and also an Interactive Intelligence Elite partner, and has unveiled the new products at the Enterprise Connect (News - Alert) conference taking place this week.

Recently, Avtex had formed a team comprising of seasoned professionals that aimed at deploying advanced technologies for tapping the market opportunities. Named as ‘Avtex (News - Alert) Innovation Team,’ the group played a vital role in the development of the new offerings by the company. It closely follows the customer demand and concentrates upon development of solutions and products that help enterprises in communicating and collaborating in a quick and efficient manner.

“As the needs of our customers evolve, we adapt by developing new products so that we can offer high-value software and online solutions that optimize the entire customer experience,” commented Bob Denman (News - Alert), president of Avtex. “We’re committed to not only being a service provider but also a product developer and, most /importantly, an integrated interactive solutions partner who delivers the best available products and services for communication efficiency.” 

Interaction Portal is a new software application for the contact center developed by Avtex, which offers a single interface solution to the enterprises for enabling the agents to access vital enterprise data, people and documents. The company offers a wide range of contact center optimization tools and applications, such as Heartbeat, RoboReports, Clone and QuickStats. Interaction Portal is a yet another addition to the series.

“We’re offering these applications because the contact center of the future is here,” said Owen Robinson, vice president of contact center solutions at Avtex. “The most critical point of interaction happens on the frontlines with the contact center agent and today they require a new set of tools to enable more efficient interaction.”

Using the Interaction Portal, contact Center agents can retrieve all the necessary information right through a single interface. They can also create contextual composite applications and dashboards on the Microsoft (News - Alert) SharePoint platform, deploying the solution as a platform for integrating data and documents.

In February 2011, Avtex announced a newly designed Microsoft Dynamics CRM application customized for commercial real estate, named Avtex xRM.