Elite Call Center

Overview and Details:

The Avaya Call Center provides a total solution for a customer's sales and service needs. Call Center is built upon proven and innovative automatic call distribution (ACD) technology that offers a suite of call routing and resource selection capabilities designed to help agents handle calls more effectively and to boost the overall level of the call center's productivity.

Product Details:

Avaya delivers improved overall call center performance by helping agents handle calls more effectively with the proven and innovative call routing and resource selection capabilities in Avaya Call Center. Avaya Call Center simplifies customer management, contact center administration, results tracking, and agent training. It offers conditional (if/then) call routing that makes use of context-based inputs, coupled with versatile resource selection capabilities. One of the most popular features is the ability to choose whether inbound calls will go to the least busy agent, the first available agent, or the agent with the skills needed by a particular customer. In addition, virtual routing capabilities offer multi-location enterprises the ability to maximize resource utilization across all sites. Each customer interaction can be more effective by leveraging all customer knowledge across the enterprise and enabling business-defined routing strategies.

Using innovative applications like Avaya Business Advocate along with Avaya Expert Agent Selection (EAS) can assist customers in driving optimal call center performance, even in today's environment of quickly strategies and direction. This software application features expert routing algorithm software from Avaya Labs that lets customers implement complex customer service, agent resource, and enterprise planning strategies as critical formulas in call center operations.

Avaya now offers Advanced Segmentation as an option with Call Center software packages that include Expert Agent Selection. Advanced Segmentation further extends the power of the Avaya routing capabilities to include external data to allow for further customer segmentation, improving call center effectiveness and personalization. New with 3.0, customers may further enhance their agents' efficiencies by the addition of simple screen pop capabilities using IP agent.

Avaya Call Center software is also highly versatile, spanning all communication infrastructures including traditional circuit switched and IP environments. This interoperability provides investment protection deployment flexibility.