Avaya Contact Center

A context-sensitive, collaborative, voice and multi-media customer contact solution that allows enterprise to anticipate, automate and accelerate customer interactions.

By creating a complete view of the customer and the context of their interaction, Avaya allows enterprises and organizations to manage the customer experience in a way that consistently delivers a superior level of engagement. Avaya Contact Center solutions enables the ability to reach out to customers proactively, combines historic and real-time contextual information about a customer to improve the quality of interactions, optimizes agent utilization and productivity and enhances supervisor performance to deliver superior customer experience and drive sustainable business growth.

Agent Efficiency

Unified agent desktop: A unified agent desktop allows agents to simultaneously handle multiple contacts of various media types. The E-mail editor, auto suggest, auto response, web push and context sensitive handling capabilities substantially enhance agent productivity while minimizing training requirements.

Agent quality, motivation and performance: The ability to offer flexible, at-home teleworking arrangements, allows contact center managers to hire the best agents, motivate them, improve performance and reduce agent turnover. 

Proactive interaction: Preview and Progressive outbound dialing enables enterprises and organizations to utilize their agents for revenue generating activities. They also help shape the type and number of inbound contacts.

Supervisor Effectiveness

Service Creation Environment (SCE): The drag and drop menus in the graphical user interface of the SCE makes it easier and more efficient to develop routing scripts with fewer errors, easing the need for specialized resources. More importantly, it makes it easier and faster to modify workflows to meet changing business requirements.

Simplified administration: Common, web-based administration for CC supervisors and managers reduces configuration complexity, eliminates duplication, reduces errors, and lowers implementation time and cost. It also allows contact center managers to maintain multiple CC nodes over the web from a single point.

Unified Reporting: Avaya Contact Center solutions have On-board reporting with standard or customized, tabular and graphical, historical and real time displays with dynamic filtering provide easy-to-read information on Key Performance Indicators (KPIs), contact summaries and consolidated reports. This reduces the time spent analyzing data and allows more time for coaching agents so that both agent and supervisor productivity can be greatly improved.

Architecture, Scalability, Security & Reliability

Standards based solution: The Avaya Aura CC SIP-based architecture makes it easy to develop, implement and maintain screen pops reducing time, effort and cost required to launch new capabilities to further enrich the context and information presented to agents. Standards based web services simplify the integration between the contact center and back office applications allowing enterprises and organizations to quickly and easily adapt to changes. Avaya Aura CC also facilitates integration with social media such as Twitter and Facebook. The SIP based solution simplifies the architecture, and reduces the need for expensive and time-consuming CTI deployments.

Low server footprint and scalability: Avaya Aura CC is appropriate for a wide range of deployments from single-server deployments to midsize and large enterprise deployments of up to 5000 agents; it also supports multi-site, virtual CC deployment.

Enhanced security and authentication: Enhancements to security include single sign-on and authentication with Microsoft Active Directory reducing repetitive authentication.

Reliability: Real-time shadowing and automatic switchover for all core application components: call processing, multi-media, administration and CTI, with zero-touch recovery ensures seamless uninterrupted operation.

Support for both Microsoft Hyper V and VMWare virtualization environments facilitates server consolidation and deployment flexibility saving CAPEX and OPEX.

Rich 3rd party developer ecosystem: SIP, SOA and Web services interfaces encourage a rich ecosystem of third party application developers to develop and integrate applications to meet the specific needs of enterprises.

Customer Satisfaction

Increased access options: Intelligent routing of up to five multimedia contacts including voice, Instant Messaging (IM), Web Chat, SMS text, e-mail, voice mail, fax and scanned documents through an open, universal queue offers customers numerous contact options. The multimedia capability helps enterprises and organizations promote the concept of ‘always-open-for-business’, increasing customer options and ease of access.

Context preservation: Information such as the customer’s immediate prior activity, historical data and social attributes help anticipate user needs and facilitates higher rates of First Contact Resolution (FCR), and enhances contact center efficiency. Anchoring the customer contact on the SIP Media Application Server ensures that agents, experts and supervisors have access to information about the customer’s context. Customer context information will be used by the work assignment engine in the future to fine-tune the match between incoming customer interactions or work and available contact center and enterprise resources.

Social media integration: Ease of integration with social networks provides options for business managers to nurture, build and promote brand image, and equally importantly, resolve issues before they balloon out of proportion.

Context is critical to Customer Experience Management. 

Knowledge of customer’s most recent prior activity, past history, purchase behavior, and preferences provides a wealth of information and a rich context for the interaction. Enterprises and organizations that harness this context to deliver superior experience will differentiate themselves from their competitors.