Avaya says that under the terms of the agreement, Avaya's direct sales force and BusinessPartner reseller channel can offer e-IVR, Computer Instruments' newest voice response solution that combines the power of the Web with interactive voice response (IVR) technology. e-IVR is designed for small to mid-sized contact centers and will be available for Avaya MERLIN Magix, PARTNER ACS, and DEFINITY communication systems. They say the e-IVR solution will also be available for non-Avaya systems.
"Our relationship with Computer Instruments allows Avaya to deliver a robust set of Customer Relationship Management (CRM) capabilities to an important market," said Denis Aull, general manager for Avaya CRM Solutions. "In addition to providing CRM Solutions to many of the world's largest organizations, it's important that we deliver these same capabilities to smaller, growing companies."
Avaya says the e-IVR is a suite of applications that runs on Microsoft Windows NT and provides the necessary tools to establish a multi-channel eBusiness customer interface. e-IVR acts as a Web server, an eCommerce storefront server, and a value-added interactive voice response (IVR) solution. e-IVR leverages an organization's existing contact center staff and databases with IVR applications to support Internet customers while protecting the value of their "brick and mortar" technology investments as part of a new, integrated eBusiness solution.
"Businesses with small to mid-size contact centers often struggle to meet the growing service expectations of their customers," said Chris Herring, Executive Vice President for Computer Instruments. "e-IVR gives smaller companies access to an affordable, sophisticated, self-service solution designed to enhance their Customer Relationship Management (CRM) strategy."