AT&T's Mobile Workplace; Avaya's Outbound Contact Express

Two new highlights today: AT&T has launched the AT&T Mobile Workplace, a cloud-based solution designed to help small and medium businesses (SMBs) access and share content across multiple devices. Meanwhile, Avaya has introduced a new solution for midsize contact centers with Avaya Outbound Contact Express.

The AT&T Mobile Workplace is designed to allow SMB employees to work remotely with a service that enables them to access, share, edit and create content through their mobile devices. This new service offers automatic sync for up-to-date company content across multiple devices, and it links multiple devices and computers.

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AT&T Mobile Workplace is available as a Web-based solution, supported by a desktop agent or mobile application that can be accessed and synched on Web-connected devices. The service can be self-installed and is backed by 24/7 AT&T technical support. Each subscription includes cloud storage ranging from 25 GB to 100 GB. Pricing starts at six dollars per user per month, and users can choose from three service package subscriptions: Basic, Enhanced and Premium.

In other news, Avaya has announced a turnkey solution designed to offer proactive customer experience management supported by midsize contact centers with 25-250 agents and up to 500 trunks. The Avaya Outbound Contact Express reduces the time to service to one or two days, according to the company.

Avaya Outbound Contact Express uses call detection and patented predictive and preview dialing algorithms to bring more effective use of agent time and a lower cost per call to reach customers. Other features include an administrative web client for defining campaigns, agent scripting, reporting and call recording to ensure quality and Avaya Speech Analytics. Avaya Outbound Contact Express will be globally available this summer.

Commenting in a statement, Mark de la Vega, vice president and general manager, Contact Center, Avaya, said, "Avaya Outbound Contact Express streamlines all this with a powerful, pre-integrated solution that provides all the pieces, including ongoing support and upgrade protection, need for highly effective operations."

Ken Landoline, principal analyst, Current Analysis, added, "The typical contact center operation is largely focused on being available through a variety of means when the customer is ready to initiate contact. But, there is tremendous value to adopting a proactive contact strategy that can alert customers and others when there is information they need to know."

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