CONTACT CENTER, CALL REPORTING & CALL RECORDING
Contact Center Solutions
The Call Center suite of call routing software is an Automatic Call Distribution application that maximizes routing and resource selection, allowing agents to handle calls more effectively and improving overall productivity. It offers conditional (if/then) call routing, using context-based inputs and versatile selection capabilities. Managers can choose whether inbound calls connect with the least busy agent, the first available agent, or the one with skills that best match the customer’s needs. Virtual routing allows businesses with multiple sites to maximize resource utilization across all locations.
Call Center can integrate with traditional circuit-switched, H.323, and SIP networks (as well as hybrid environments), allowing businesses to protect existing hardware and software investments.
Improve call-routing flexibility
Sophisticated call routing capabilities give managers a wide range of options. They can connect inbound calls to the least busy agent, the first available agent, or the agent with the skills that best match the individual customer’s needs.
Reduce costs, increase efficiency
Businesses can support agent specialization and consolidate resources across sites to help build a more efficient, less costly call center.
Deliver personalized service
The system allows managers to route calls to agents with specialized knowledge of products or processes, allowing them to provide informed, personalized service.
Avaya Customer Service Edition:
Customer Service Editions combines industry-leading Avaya call-processing software with a range of additional capabilities. Three packages give businesses fully enabled contact center functionality with flexibility for future growth.
The Essential Edition offers end-to-end inbound voice , including skill-based and data-directed routing, premier reporting, self-service, standard agent softphone, and introductory remote agent licenses.
Adding to Essential, the Standard Edition brings business rule routing options, desktop application integration, customizable agent desktop with screen-pop, and outbound preview dialing.
Building from Standard, the Advanced Edition also features support for end-to-end SIP-based contact centers, patented predictive routing and agent selection algorithms, predictive outbound dialing, and fully customizable agent desktops with video and other media.
