Call Center CRM For Mid-Sized companiesAvaya Inc., a Basking Ridge, N.J.-based provider of business communication applications, systems and services, has enhanced its Avaya Contact Center Express for medium-sized businesses. The software enhancements include a new Microsoft CRM connector that identifies incoming calls received by the contact center and provides an appropriate pop-up with customer history on an agent's screen. The connector also enables agents to click a button on their Microsoft CRM screen to place outgoing calls. Contact Center Express now also handles and routes instant messages from customers using Microsoft Messenger. Other enhancements include simplified management tools, easier e-mail handling and spell-checking, greater customization capabilities and more detailed reporting.

IVANS Launches NetGuardian for Insurance Agencies

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