Nemertes Impact Analysis:

Avaya's Offering Recognizes Mid-size Companies Desire for Greater Contact Center Functionality

Privately held Avaya recently announced enhancements to its Contact Center Express offering aimed at mid-size businesses. The solution, powered by Avaya Aura Communication Manager, includes a unified desktop display, advanced multimedia tools, and integration with various CRM software. This move recognizes the challenges mid-size companies face in delivering quality customer services, often with limited agents and budgets. Nemertes finds 83% of mid-size companies are adopting unified communications in the contact center. They are interested in the same features as their larger counterparts, which includes more automation, and integration with UC and business applications.

Impacts:

Enterprises: Evaluate "out of the box" solutions which offer a complete feature set and simplified installation.

Vendors: Recognize your mid-size clients need to offer the same customer service as larger organizations. UC integration must be included to stay competitive.

Investors: This offering puts pressures on contact center providers offering a mid-market solution such as Interactive Intelligence (NASDAQ:ININ), ShoreTel (NASDAQ:SHOR) and privately held Fonality.

Katherine Trost, research analyst

http://www.nemertes.com/benchmarks/nemertes_benchmark_acs_organizational_best_practices_and_key_trends_0
http://www.avaya.com/gcm/master-usa/en-us/corporate/pressroom/pressreleases/2009/pr-090527.htm

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