Avaya upgrades

Avaya Inc., provider of business communications applications, systems and services, has released a new version of its IP-based multimedia contact center software. Called Avaya Interaction Center 7.1, the main selling point of the product is the ability to fully customize agent screens for customer transactions in phone, e-mail or chat milieus to be managed through a single portal.

Advancements in Avaya Interaction Center especially touted are new customization possibilities offered for context-based toolbars, communication controls, contact history and other informational displays; these can in turn be embedded within extant enterprise applications such as CRM and customer database applications. The software development kit for Interaction Center is based on Microsoft and JAVA tools.