How we redefined the contact centre mid-market for Avaya and the rest of the industry worldwide

As Agile Software, we developed Contact Center Express way back in 1999 to address the gap between Avaya’s large-scale existing products and the needs of mid-market businesses. Wholly developed from scratch here in New Zealand, Contact Center Express was a Microsoft Windows-based state-of-the-art call centre software suite that enabled companies to turn one-dimension call centres into multi-media contact centres.

Our CCE solution utilised Avaya’s hardware yet – in terms of scale and cost – uniquely met the needs of the medium-scale enterprises that make up the majority of New Zealand businesses. The combination of world-class equipment and a software application targeted at the medium-enterprise level proved very successful. So successful in fact, that Avaya noticed an exciting sales growth curve not reflected in any of its other mid-tier global markets. In our CCE product they saw the opportunity to grow sales in other similar-sized markets and took up a 23 percent ownership of Agile Software.

Given this global platform the true strength of our application became self-evident and it soon became Avaya's flagship contact centre product for the mid-market. Since its first release, CCE offered a cost-effective and easy-to-deploy solution. Keeping this core proposition, we rapidly developed the application suite, evolving it to a feature-rich solution fully comparable with the best available to the industry.

Then in 2009 we released version 4.0. With over 3000 successful deployments in over 84 countries worldwide in contact centres ranging in size from 1-3200 agents, the overwhelming success of CCE saw Avaya seek full ownership of Agile Software and the CCE product. The Agile Software team regrouped as Agile Development Services and are now putting their outstanding skills to bear on some exciting new prospects.

Language Line – How we helped a global company - boasting the ability to facilitate communicating with anyone, anywhere, in over 170 languages - go truly global.

© 2009 Agile Development Services Limited