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.
This product provides businesses with an easy low cost solution for work-at-home and remote agents.
This advanced customer contact solution is designed for small-to-medium sized businesses.
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.
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.
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.
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.
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.
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.
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.