Adapter designed to reduce integration time, improve efficiency of customer interaction
Bellevue, WA — January 31, 2005 — Onyx Software Corp. and SimpliCTI Software Solutions today publicized the general availability of a pre-configured adapter between Onyx Enterprise customer relationship management (CRM) 5.0 software and Avaya's Contact Center Express (CCE) 2.0, a multimedia contact center solution designed to meet the needs of medium-sized businesses.
The companies said the SimpliCTI adapter is designed to reduce the time required to integrate Onyx and Avaya Contact Center Express. Using the adapter, companies can share information between systems to streamline customer-facing processes and create more productive interactions that drive expert customer service.
For example, Onyx said, an inbound call or e-mail can be automatically routed to the most appropriate agent along with the Onyx view that identifies the customer. With Onyx intelligent call scripting, the agent can engage in a conversation guided by customer history and corporate goals, such as product cross-sell and promotions.
Ben Kiker, senior vice president and chief marketing officer, Onyx Software, commented, "By linking Onyx and Avaya Contact Center Express, the SimpliCTI adapter makes it easier for mid-sized businesses to rapidly improve and optimize contact center efficiency in a cost-effective manner."