Inisoft becomes official partner for Avaya Proactive Outreach Manager solution

PRESS RELEASE: Inisoft, one of the UK’s top software companies has strengthened its existing relationship with global communications company Avaya, to become the official partner of Avaya’s new Proactive Outreach Manager solution.

Through its flagship product synTelate, Inisoft specialises in providing contact centre desktop customisation and scripting solutions focused on meeting the growing needs of the customer service environment.This latest move expands on the successful existing Global agreement, which Inisoft signed with Avaya in July 2011 for the supply of the synTelate agent desktop and scripting product alongside the Avaya Proactive Contact platform.

The selection of Inisoft as Avaya’s partner of choice for Proactive Outreach Manager follows 12 months of extensive development and testing culminating in the GA release with synTelate in February 2014. As a result synTelate now provides Proactive Outreach Manager with a proven and market tested Agent desktop and scripting solution that brings an array of business benefits to the contact centre, including the delivery of improvements in Average Call Time and First Call Resolution.

Avaya will use its own internal sales teams together with its extensive network of approved business partners operating in all regions of the world, to position the full synTelate portfolio of products alongside its own communications technology.

Commenting on the deal, Tom Hanson, Product Management Director, Automated Solutions CCBU at Avaya said: “The synTelate desktop from Inisoft complements the new Proactive Outreach Manager 3.0’s predictive dialing capabilities and Avaya Aura Elite Contact Centre by enabling contact centre agents to deliver intelligent, high-touch, customer-focused engagement. Beyond a simple “screen-pop,” synTelate delivers a contextualized and process-driven application that uses the full power of Proactive Outreach Manager’s multi-channel touch points combined with Elite’s skill-based agent selection, letting agents focus on the customer and not on the technology underneath.”

John Goodram, Director of Technology at Inisoft also commented: “We are delighted to be chosen as the official partner for the new Proactive Outreach Manager Solution and believe this is the logical next step to further strengthen our excellent relationship with Avaya.

“As synTelate shares a large proportion of the global market, this will provide Inisoft with a great opportunity to consolidate its position as market leader in the agent desktop customisation sector, helping to boost growth in the long term.”

About Inisoft Ltd

Inisoft is a leading provider of software solutions which are focused on meeting the needs of the customer service environment. Its products provide differentiated capabilities to contact centre clients and a wide range of other organisations in around 20 countries throughout Europe, Middle East and North America.

About Avaya

Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centre, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.