Avaya Announces New Initiatives for Mid-Size Contact Center Market

BASKING RIDGE, NJ, May 27 (MARKET WIRE) --
Avaya Inc. today announced new initiatives related to its flagship
contact center solution for mid-size businesses -- Avaya Contact Center
Express -- that enable organizations to deploy the sophisticated customer
service capabilities of larger businesses in a simplified,
fully-integrated and more cost-effective way.

Avaya, a leader in business communications applications, systems and
services, acquired Agile Software NZ Limited, the developer of the Avaya
Contact Center Express solution.(1) With this agreement, Avaya gains full
ownership of Avaya Contact Center Express, which will help enable the
company and its partners to accelerate their growth in the mid-market
space.

Avaya also released Avaya Contact Center Express 4.0, the latest version
of its mid-market contact center solution. This new release provides users
with a host of advanced multimedia, reporting and self-service
capabilities designed to enhance customer service and agent productivity
for mid-size companies or divisions of large organizations.

Mid-size companies face a unique set of customer service challenges
since they have a fraction of the agents, administrators and budgets of
larger businesses -- yet may still require a more sophisticated set of
features and services. Avaya's acquisition of Agile Software will help
the mid-size customers of Avaya Contact Center Express overcome these
challenges and improve contact center operations through a
fully-integrated solution delivering more capabilities, easier
installation, and a simplified migration path.

"Our acquisition of Agile Software -- and the evolution of Avaya Contact
Center Express -- reinforces our strong commitment to the mid-market
contact center space," said Anthony Bartolo, general manager, Integrated
Office and Contact Center Communications. "Combining the expertise of
Agile Software and Avaya will enable us to deliver more new and innovative
solutions to our mid-market customers."

New Avaya Contact Center Express 4.0 Capabilities

The "out of the box" Avaya Contact Center Express solution provides
mid-size businesses with features such as a unified desktop display,
advanced multimedia tools, and integration to leading CRM software
including Microsoft Dynamics(TM) CRM. The solution is powered by Avaya
Aura(TM) Communication Manager, the company's voice and video telephony
software delivering next-generation business communications.

New capabilities of Avaya Contact Center Express 4.0 include:

-- Enhanced Reporting: Enhanced multimedia performance reporting on real-
time and historical activity in a contact center environment. Voice
reporting is also added to existing e-mail and IM reporting, enabling
companies to gain the robust reporting required for top-tier customer
service. Users can choose from a range of standard reports or use custom
reporting tools to create reports tailored to their specific needs.

-- Speech Self-Service Improvements: Integration with Avaya Voice Portal
-- the award-winning platform for automated voice, speech self-service and
video customer care -- provides seamless self and assisted service
offerings.

-- More Automated Features: More automated capabilities used by large
contact centers are extended to the mid-market space. For example, a
"Customer Requested Callback" feature lets customers who cannot hold on the
line to request a callback, automatically scheduling a return call from an
agent.

Free & Clear Uses Avaya Contact Center Express For Personalized
Service

Avaya Contact Center Express has been installed by many companies
worldwide, including Seattle, WA-based Free & Clear(C), Inc., the healthy
behaviors company. Free & Clear had specific needs to address in creating
a customer service operation that, among other activities, could help
patients quit tobacco use by scheduling "quit smoking" dates and providing
supportive counseling via the phone. Avaya Contact Center Express provided
an integrated platform for inbound and outbound customer service that
easily evolves as Free & Clear grows.

"Avaya's mid-size solution is ideal for our current and future needs,"
said Leif Haslund, telecom manager at Free & Clear. "It provides an
effective way to deliver personalized, professional treatment to
customers across 18 states. We currently have 2 contact centers with more
than 300 agents, and as we expand, we're confident Avaya Contact Center
Express will help us do so with ease and agility."

About Avaya

Avaya is the leader in the contact center market based on total agent
shipments worldwide (Gartner, Inc. market share measurements for 2008(2)).
For more information on Avaya and its full portfolio of contact center
solutions, visit: www.avaya.com.

Avaya is a global leader in enterprise communications systems. The company
provides unified communications, contact centers, and related services
directly and through its channel partners to leading businesses and
organizations around the world. Enterprises of all sizes depend on Avaya
for state-of-the-art communications that improve efficiency,
collaboration, customer service and competitiveness.

(1) Acquisition completed through an Avaya subsidiary, which previously
owned approx. 23% of Agile Software. The Avaya subsidiary acquired the
remaining 77% of Agile Software from Agile (NZ) Limited.

(2) Source: Gartner, Inc. "Gartner Worldwide Contact Center Market Share,
2008" by Drew Kraus, March 2009.

Media Inquiries:
Jonathan Varman
908-953-6432
jvarman@avaya.com

Copyright 2009, Market Wire, All rights reserved.

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