Interaction Center

Overview and Details:

Interaction Center multichannel contact management software enables businesses to better align real-time contact center operations with business objectives, enabling execution of superior customer service at a lower cost.

Product Details:

Interaction Center is a robust contact management platform that manages interactions across multiple communication channels, including voice, email, web and SMS. It matches the right agent with the right information the first time. Contact routing is guided by common business rules making the best use of your agent resources based on real-time knowledge of business and service level conditions combined with agent skills and availability.

An open standards-based architecture simplifies design, deployment, and management of distributed IP contact centers. This architecture offers businesses the ability to leverage integration with enterprise data, 3rd enterprise applications and multi-vendor switching systems. Avaya contact center customers can take full advantage of pre-built integration with existing contact center and self service investments.