With the Contact Center Express suite, mid-size businesses interact with their customers using phone, email, text, instant messaging or SMS. Avaya’s proven ACD technology processes all multi-media channels, routing requests to the appropriate agent, who can reply using the same contact method. Contact Center Express integrates with Avaya Communication Manager and Avaya call center solutions, allowing businesses to leverage their existing investments. Contact Center Express delivers intelligent routing, built-in reporting and Microsoft® CRM integration, contact management, and support for self-service applications. Powerful development tools, out-of-the-box applications, and wizards for agent and routing rules reduce the need for additional software development.