Avaya and Onyx Software Announce Collaboration in Japan Relationship Integrates Avaya’s Telephony and Onyx’s CRM Solutions
TOKYO, JAPAN - June 27, 2006 - Avaya and Onyx Software Corporation today announced that the companies will integrate their respective products for the contact center market in Japan. The integration between Onyx, a global supplier of customer relationship management (CRM) software, and Avaya, a leading global provider of business communications applications, systems and services, will enable enterprises to build strategic contact centers quickly and cost-effectively.
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.
These major capabilities will enable enterprise users and system integrators to build transaction/interaction-enabled contact centers quickly and easily at lower cost and risk. Avaya and Onyx have rich experience in technical collaboration, thus accumulating sufficient knowledge about how both products are integrated quickly and easily and how they can meet business challenges. In Japan, the two companies plan to promote the joint solution through their distributors.
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.
Filed under: Onyx
