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Features available to call center operators as a result of this integration include:
- Unified screen and single log-in integrating Avaya’s telephony functions with Onyx's customer management capabilities for call center agents.
- Pop-up screens that will automatically appear on the agent's Onyx desktop containing relevant customer information on call receipt or transfer, based on call data retrieved from the Avaya system.
- Useful reports generated by the integration of call center operation data of Avaya systems with customer/inquiry information of Onyx application.
Onyx Software Japan provides Onyx Customer Management, which helps businesses effectively manage customer interactions at contact centers, delivering customer and inquiry management features used by call center agents, dynamic call scripts for providing consistent services to customers, and intuitive screens that provide agents with vital customer information and contact history. Avaya provides telephony and CTI components through Avaya Interaction Center, which delivers support for advanced multi-channel contacts including web, chat and e-mail, as well as telephone, to support customer’s ability to manage contact center operations with greater efficiency.
In Japan, Avaya has headquarters in Minato-ku, Tokyo. Katsumi Fujii is president. Onyx Software Japan is headquartered in Minato-ku, Tokyo. Kaoru Nakamura is president.
About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.
Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services -Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya website: www.avaya.com
About Onyx Software
Onyx Software Corporation, a worldwide leader in delivering successful CRM, offers a fast, cost-effective, easy-to-use solution that shares critical information among employees, customers and partners through three role-specific, Web services-based portals since its foundation in 1994. The Onyx approach delivers real-world success by aligning CRM technology with business objectives, strategies and processes. Companies rely on Onyx across multiple departments to create a superior customer experience and a profitable bottom line. Onyx provides 10 language versions of products to customers worldwide in 30 countries in a variety of industries, including financial services, healthcare, high technology and the public sector. Onyx Software Japan, established in August 2000, has been serving 400 domestic customers, 500 sites. More information can be found at (888) ASK-Onyx, info@onyx.com.
Contact:
| Melissa Stahley M2M Holdings, Inc. Office: (317) 249-1270 Mobile: (317) 626-1840 mstahley@made2manage.com http://www.onyx.com | Matt Card Davies Murphy Group Office: (781) 418-2411 Mobile: (617) 877-3474 mcard@daviesmurphy.com http://www.daviesmurphy.com |
Avaya Contact
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Avaya Inc.: Masayo Hattan Media Relations Avaya Inc. +81 3 3486 6841 m-hattan@prap.co.jp |
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info@onyx.com
Copyright © 2008 Onyx Software, a Consona CRM solution.