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Avaya Contact Centre Express (CCE)
CCE provides cost-effective, easy-to-implement multi-channel (voice, email, web chat and MSN, AOL and SMS messaging) contact centre solutions specifically designed for medium-sized businesses. It consists of easy-to-use applications and a framework of server components that can be used to CTI-enable existing solutions, or build new, high quality applications. CCE leverages existing investments because it was designed to further enhance Avaya contact centres by integrating the powerful resident capabilities of Avaya Aura and Call Centre solutions with customer data, applications, and processes. It is easy to implement and simple to use and maintain. In fact, new Agent Rules and Routing Rules wizards can eliminate software development for system integration in many applications.
CCE is a Microsoft Windows-based software suite that enables companies to turn one dimension call centres into multi-media contact centres. Using the phantom call capability supported by Avaya DEFINITY and Communications Manager switches, CCE allows businesses to contact customers via phone, email, text or instant messaging. Whether customer prefer texting on their mobile phone, sending emails or chatting over the internet, their preferred method of communicating will be treated exactly the same as a traditional phone call. It will be placed in a priority queue and distributed to an agent with relevant skills and knowledge. What's more, the agent can reply using the same method of contact, conducting a helpful conversation, just like you would expect over the phone.
Contact Centre Express products fall into three major categories:
- Desktop - Contact Centre Express Desktop, Supervisor, Agent, Wallboard, Contact Centre Express Reporting and MS CRM Connector
- Server - Media Director, Preview Contact Media Store, Email Media Store, Simple Messaging Media Store, MSN Messenger Gateway, AOL Instant Messenger Gateway, Short Message Service Gateway, Web Chat Gateway, License Director, Application Management Service, Configuration Server, XML Server IVR Server, Call Routing Server, Interaction Data Service, Contact Database, SQL Plug-in, Rules Plug-in, SOAP Plug-in, Script Plug-in
- Developer
Key Features
- CCE Desktop: Application for presenting multimedia work items to agents which uses plug-in architecture to give agents everything they need in one screen allowing them to reply to customers who make contact via web chat, MSN Messenger, AOL Instant Messenger, simple message service (SMS), email or telephone.
- CCE Plug-ins: Some of the available plug-ins include:
- Auto Text
- Directory
- Email
- VoIP Agent (iClarity)
- Preview Contact
- Session Notes
- Work Item Notes - Wallboard: A Windows-based application that displays real-time statistical information on VDNs, skills or splits and agents in a marquee window.
- Supervisor Desktop: A tool for contact centre supervisors to allow them to manage their team of agents.
- Email channel: Allows agents to receive and respond to customer emails. Filtering and prioritisation capabilities ensure agents receive the appropriately routed email.
- Capabilities include:
- Distribute emails sent to certain mailboxes to certain queues in the Media Director.
- Manage that distribution by making email queues ‘open' for certain times and days of the week.
- Give queuing priority to emails received from special customers.
- Assign different queuing priorities to the first email a customer sends and all subsequent emails they send as part of the same conversation.
- Reject emails from certain customers and automatically email them that this has happened.
- Only allow emails from certain customers to queue to a certain email queue.
- Automatically inform a customer (via email) that their email has been received during or outside the operating hours of that queue.
- Spell Checker.
- Email addresses from Directory.
- HTML and attachments for auto acknowledgements.
- Automatic Blind Copy.
- Signatures per email queue.
- Limit agent response to reply address only.
- Suspended email notification.
- Email aliases.
- Exclude original email from reply.
- Forward to another CCE email queue. - Webchat channel: Allows agents to receive and respond to chats initiated by customers on a website.
Preview contact channel: Allows the contact centre to initiate an outbound call campaign.
Instant Messenger Support: Support for MSN and AOL Messenger as IM multimedia channels which allows customers to utilise their existing MSN or AOL Messenger account to communicate with the contact centre.
Interactive Voice Response (IVR) - CCE Reporting Tool: A reporting tool that allows the creation of reports to visually record the computer telephony activity in a CCE environment. Users can choose to display information in either grid format or report layout. The following types of reports can be created:
- Realtime Agent: Current data on any number of agents in a contact centre.
- Realtime Device: Current data on any number of devices (stations) in a contact centre.
- Realtime Queue: Current data on any number of queues, skill extensions and Preview Contact programs operating in a contact centre.
- Realtime VDN: Current data on any number of VDNs in a contact centre.
- Historical Agent: Historical data on a single agent in a contact centre.
- Historical Customer: Historical data on a customer who uses a contact centre.
Key Benefits
- Better, consistent customer service: The right service at the right level, anytime, anywhere across all media channels.
- Increased revenue: Maximize the value of every interaction through consistent, personalised service and by identifying cross-selling and up-selling opportunities.
- Decreased costs: Fully integrated, end-to-end multichannel solutions versus disparate point solutions.
Increased customer satisfaction: First contact resolution (i.e. "I'm calling you today about the e-mail I sent yesterday"). - Stronger customer relationships: Proactive contact to resolve issues