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

Logitech's USB headset H570e to Enhance the UC Experience

With workplaces constantly changing, there has been an accelerated demand for software and headsets; while the transition to a softphone is almost automatic, the search for a good affordable headset that's tuned to unified communications platforms isn't easy. However, Logitech has a new comfortable one lined up that might just suit their needs-the USB headset H570e. [ Read More ]
07/28/2014

Talk2Rep Partners with Lighthouse Works

Talk2Rep, Inc., a national business process outsourcing (BPO) provider based in Florida, has entered into a strategic partnership with Lighthouse Works. This partnership offers improved job opportunities for people who have poor visions. [ Read More ]
07/28/2014

Contact Center Solutions Week in Review

The Contact Center Solutions Community this past week once again delivered an eclectic mix of industry recognition, news about job opportunities/or lost ones, industry growth, new capabilities and some trend spotting. [ Read More ]
07/26/2014

Cairn Housing Association Deploys Netcall's Customer Engagement Suite

Cairn Housing Association has chosen Netcall's customer engagement suite to improve the way it interacts with customers. The not-for-profit Scottish organisation has intentions to enhance its service delivery by using social media analysis and engagement capabilities, for the first time ever. [ Read More ]
07/25/2014
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!