Contact Center Solutions Featured Article

Avaya Acquires Agile Software to Leverage Strength in Mid-Size Contact Center Market

May 27, 2009

In an effort to better align itself with the needs of today’s mid-sized contact centers, Avaya (News - Alert) has purchased Agile Software NZ. Avaya made the announcement today and Tim Greene reported the acquisition in NetworkWorld.

Agile (News - Alert) is the same team that created and developed the call center software that Avaya currently markets to its midsize customers. With this acquisition, the company simply brings the team in-house to gain greater control over the development of this innovative technology.

According to Avaya, the control of the research and development processes for its Contact Center Express (CCE) software allows it to continue to develop new features more quickly. The company can also more tightly integrate the solution with other Avaya products.

CIO News also noted that owning Contact Center Express outright allows Avaya to speed its integration via Session Initiation Protocol (News - Alert) (SIP) with Avaya’s general communication-layer software.

The company will be able to integrate the solution with higher-end Avaya communications products for businesses that grow in size or increase communications demands. Tighter links with Dialogue Designer and Voice Portal, Avaya’s development and management software for self-service contact center applications will also be possible.

Although Avaya purchased Agile last week, the transaction price was not disclosed. Avaya owned 23 percent of the company already and this purchase is expected to give Avaya a better footing to compete with midsize offerings from competitors such as Alcatel-Lucent, Altitude, Aspect, Cisco (News - Alert), Interactive Intelligence and Nortel.

Mike Barbagallo, an analysts with Current Analysis, noted that overall, Avaya is currently the leader in contact center sales, although its history has been mixed. Avaya has a history of providing a product, dropping it, returning with two products, then OEMing from Agile.

Barbagallo went on the highlight that this particular deal indicates that the company is serious about its contact center offerings direction and will be able to develop faster, adding whatever they want without having to negotiate with Agile.

In addition to its purchase of Agile Software, Avaya has also announced the latest release of Avaya Contact Center Express 4.0.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Stefania Viscusi

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience

The week in contact center solutions saw the introduction by Opower of a new solution to the marketplace, the partnership of Dell and Medallia, the announcement of a new TeleTech call center in the lone star state, and the awarding of accolades to Ambs Call Center. [ Read More ]
10/18/2014

Opower's Customer Engagement Platform Gets a Makeover with New Analytic Tools

Enterprises all over the world, across many industries and sectors, have woken up to the importance of delivering sound customer service. The utility sector is no exception. In fact, at a time when the earth's fossil fuel reserves are fast diminishing, the gas, water and electric utility companies are striving to take the customer relationship to a far deeper level, so that they may find themselves in a better position to influence their customers to adopt more sustainable lifestyles and minimiz… [ Read More ]
10/15/2014

Ambs Call Center Presented with 2014 CAM-X Award of Excellence

For the fifth consecutive year, Ambs Call Center is said to have received the exclusive 2014 CAM-X Award of Excellence and also has been rated as the one of the top 10 answering services in terms of quality in North America. [ Read More ]
10/13/2014

Dell Announces Medallia as Open Networking Customer

Medallia, a global leader in Software-as-a-Service Customer Experience Management solutions, recently opted for Dell's Open Networking solutions [ Read More ]
10/13/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!