Interaction Management
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Avaya NES Contact Center
Avaya NES Contact Center provides the ability to engage customers in new ways. A
superior customer experience is created by using a single interface for blending
inbound/outbound voice, e-mail, web chat, and IM interactions.
Businesses can collaborate with customers through the device and method of their
choice. Contact Center applications from Avaya can be integrated with business applications
using a Service Oriented Architecture. These integrated applications automate processes
and orchestrate the workflow between front office and back office operations. With
the graphical Service Creation Environment tool, businesses can use a single drag-and-drop
GUI to create contact center and self-service workflows for greater flexibility,
speed, and ease of deploying new processes with open web services.
Avaya
NES Contact Center Brochure
Offsite Agent
This product provides businesses with an easy low cost solution for work-at-home
and remote agents.
Avaya NES Contact Center Express
This advanced customer contact solution is designed for small-to-medium sized businesses.
Avaya one-X® Agent
Avaya one-X® Agent is a desktop software application built specifically to meet
the needs of contact center agents.
Avaya one-X Agent gives contact center agents the desktop software they need to
be more productive, whether they're working in a headquarters location, a branch
office or home office. One-touch access to functions such as conference, transfer,
and supervisor assist enables agents to effectively manage both communications and
agent tasks, making them more responsive and collaborative regardless of where they
are working. And contact center agents can pre-record their greetings to ensure
that customers are presented with the same greeting as if it were the first call
of the day.
Integrated presence and instant messaging help one-X Agent users reach out to an
available expert anywhere in the enterprise. Agents have the tools they need to
drive first call resolution and high customer satisfaction.
Avaya one-X Agent R2 brochure
Avaya Aura™
Presence Services - Fact Sheet
Business Advocate
Business Advocate manages all voice, email, and Web chat interactions via a single
universal queue, intelligently routing customers in real time to the best agent
for their needs. It takes into account pre-established business objectives; customer
needs and business value; and the skills and availability of the current agent pool.
Business Advocate actively monitors all of this information, making rapid decisions
about which agent should be matched to which customer. This may mean connecting
to the agent whose immediate service may produce the greatest value, instead of
the caller who has waited longest.
Avaya Business
Advocate brochure
Call Center
The Call Center suite of call routing software is an Automatic Call Distribution
application that maximizes routing and resource selection, allowing agents to handle
calls more effectively and improving overall productivity. It offers conditional
(if/then) call routing, using context-based inputs and versatile selection capabilities.
Managers can choose whether inbound calls connect with the least busy agent, the
first available agent, or the one with skills that best match the customer's needs.
Virtual call routing allows businesses with multiple sites to maximize resource
utilization across all locations.
Call Center can integrate with traditional circuit-switched, H.323, and SIP networks
(as well as hybrid environments), allowing businesses to protect existing hardware
and software investments.
Avaya Call Center 5.0 Datasheet
With the Contact Center Express suite, mid-size businesses interact with their customers
using phone, email, text, instant messaging or SMS. Avaya's proven ACD technology
processes all multi-media channels, routing requests to the appropriate agent, who
can reply using the same contact method. Contact Center Express integrates with
Avaya Communication Manager and Avaya call center solutions, allowing businesses
to leverage their existing investments.
Contact Center Express delivers intelligent routing, built-in reporting and Microsoft®
CRM integration, contact management, and support for self-service applications.
Powerful development tools, out-of-the-box applications, and wizards for agent and
routing rules reduce the need for additional software development.
CCE 4.1 Customer Brochure
Customer Service Editions
Customer Service Editions combines industry-leading Avaya call-processing software
with a range of additional capabilities. Three packages give businesses fully enabled
contact center functionality with flexibility for future growth.
The Essential Edition offers end-to-end inbound voice , including skill-based and
data-directed routing, premier reporting, self-service, standard agent softphone,
and introductory remote agent licenses.
Adding to Essential, the Standard Edition brings business rule routing options,
desktop application integration, customizable agent desktop with screen-pop, and
outbound preview dialing.
Building from Standard, the Advanced Edition also features support for end-to-end
SIP-based contact centers, patented predictive routing and agent selection algorithms,
predictive outbound dialing, and fully customizable agent desktops with video and
other media.
Customer Service Editions Product
Brief
Avaya Call Center 5.0 Datasheet
Avaya Customer Interaction Suite
brochure
Interaction Center
The Interaction Center software suite provides enterprise-class control of contact-center
communications across multiple channels: voice, video, email, Web chat, and IP telephony.
It simplifies the management process, helping companies maintain high levels of
service, so they can consistently exceed customer expectations. Its open-standards-based
architecture simplifies design, deployment, and maintenance, so businesses can easily
integrate it with their own data, applications, and switching systems, as well as
those of their partners.
Interaction Center brochure
Proactive Contact
Proactive Contact software gives contact centers the capabilities they need to preview,
initiate, and track outbound communications. It offers superior predictive dialing
and voice detection capabilities that drive significant savings by optimizing calls
to desired service levels and reducing agent idle time; effectiveness tools that
give agents personal ownership of selected accounts; and other tools to optimize
productivity and deliver outstanding customer service.
Proactive
Contact 4.1 Brochure
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