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Avaya Call Centre : Basic, Intro and Elite

The Avaya Call Centre is the foundation for a total customer service solution and is built upon proven and innovative automatic call distribution (ACD) technology. It offers a suite of call routing solutions designed to help agents handle calls more effectively and boost the overall level of the call centre's productivity.

Avaya Call Centre supports public and private SIP networking, as well as SIP agent telephones. Avaya Call Centre enables an end-to-end SIP architecture, bringing together gateways, self service, multi-site centres, and CTI applications, all at the service of the customer.

Avaya Call Centre helps agents handle calls more effectively with its proven and innovative call routing and resource selection capabilities and offers conditional (if/then) call routing that makes use of context-based inputs and versatile resource selection capabilities. Businesses can choose whether inbound calls will connect with the least busy agent, the first available agent, or the agent with the skills needed by a particular customer. In addition, Virtual Routing offers multi-location enterprises the ability to maximize resource utilisation across all sites.

With Business Advocate customers can achieve optimal call centre performance in rapidly changing business environments. Expert routing software lets customers implement complex customer service, agent resource, and enterprise planning strategies as critical formulas in call centre operations.

Because Avaya Call Centre can integrate with traditional circuit switched, H.323, and SIP networks (as well as hybrid environments), call centres can maintain their investment in existing hardware and software assets. The Avaya Call Centre serves as the foundation for other Avaya Customer Service solution components: multi-media contact centre, proactive contact, self service, agent performance, and centralised real time and historical reporting. Three core options are available; Basic (Included with Communication Manager Software), Intro, Elite.

 

Key Benefits

• More consistent, personalised customer service: By matching agent skills with caller needs.
  Maximum flexibility in routing decisions.
• Reduce costs, increase efficiency and effectiveness: By supporting agent specialisation and consolidation.
• Supports for branch office and distributed enterprise model for contact centres.
• Enhanced survivability options: Provides routing capabilities across locations.
• Interoperates with, and enhances other Avaya Customer Contact components: Multi-media contact centre, proactive contact, self service, agent performance, and centralised real time and historical reporting.

Key Features

Intro:

• Cost-effective Call Centre package
• Provides sufficient ACD functionality to operate a small call centre up to 50 agents

Elite:

• Includes Avaya Virtual Routing and Expert Agent Selection
• Support for up to 7,000 agents
• Support for distributed Call Centres
• Integration for outbound diallers

Optional Components

• Business Advocate
• Advanced Segmentation: Extends the power of routing capabilities with more granular customer segmentation and deeper personalization by collecting external data. Customers may further enhance agent productivity with simple screen pop capabilities that are made possible with the addition of IP Agent R6 and later.
• SIP Agent Telephone
  

 

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