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Interactive Softworks Demonstrates Its Contact Center Software Products’ Ability to Integrate with and Enhance Avaya PDS Solutions at Annual User Group Meeting
Las Vegas, NV – September 18, 2008
Members of the Avaya International Predictive Dialer User Group converged in Las Vegas, Nevada in September for their annual training summit and vendor expo where they were treated to demonstrations of and discussion about Interactive Softworks’ portfolio of contact center software that can enhance an Avaya PDS implementation.
"Avaya’s predictive dialer products are deployed in numerous call centers around the globe, and though we offer our own dialer, there are numerous opportunities for us to integrate with and help extend the capabilities of an Avaya PDS system with one or more of our call center products," said Robb Duke, senior director of marketing for Interactive Softworks. "Our attendance at this event underscores our interest in bringing real, measurable value to Avaya PDS users."
"My impression of the Avaya PDS User Group is that they are very smart professionals who crave newer and better ways to get more out of their investment," said Fred White, vice president of business development for Interactive Softworks. "Because Interactive Softworks’ products can easily extend the capabilities of an Avaya PDS system—such as providing real-time data access for better list management and more accurate reporting and a built-in integration framework to connect disparate legacy systems—we enjoyed our conversations with some very excited Avaya PDS users."
User group members who were focused on targeted customer contact and first contact resolution discovered that VoiceNet Right Party Contact, Interactive Softworks’ software for automated calling, outbound IVR and customer self-service capabilities provided a solution that would easily work with their Avaya PDS.
White said, "Though most of the people we interacted with were amazed that a system could do much more than make simple outbound calls and leave messages—including walking the contact through a smart process like making an automated payment—the VoiceNet Right Party Contact feature they were most impressed with was the true, real-time access to data and real-time modification of a call list."
"We also presented our Metaphor for Contact Centers product," added White. "Avaya users confirmed our belief that Metaphor offers compelling capabilities that are not available from competing products designed to work with Avaya PDS."
According to White, Metaphor for Contact Center’s unique features are:
- A true thin-client: other offerings are typically fat clients and their web-based front-ends are heavy implementations (i.e. ActiveX controls) and therefore present limitations with usability within some browsers and OSes;
- Ease of design and power of workflow: Business users, and not application developers, could build very powerful and complex agent interactions without heavy reliance on IT;
- Powerful and ready-to-use integrations: As opposed to custom professional services engagements required to create the integrations.
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