Avaya - Contact Centres

Interaction Management

Avaya One-X Agent

Avaya one-X® Agent is a desktop software application built specifically to meet the needs of contact centre agents. 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 productive, responsive, and collaborative regardless of where they are working.

With Avaya one-X Agent, contact centre agents can pre-record their greetings, ensuring that no matter how late in the day, each customer is greeted with the same fresh, enthusiastic greeting as if it were the first call of the day. 

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.

Call Centre

The Call Centre 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 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 routing allows businesses with multiple sites to maximize resource utilisation across all locations.

Call Centre 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.

Contact Centre Express

With the Contact Centre 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 Centre Express integrates with Avaya Communication Manager and Avaya call centre solutions, allowing businesses to leverage their existing investments.

Contact Centre 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

Customer Service Editions combines industry-leading Avaya call-processing software with a range of additional capabilities. Three packages give businesses fully enabled contact centre functionality with flexibility for future growth.

  • Essential Edition - end-to-end inbound voice , including skill-based and data-directed routing, premier reporting, self-service, standard agent softphone, and introductory remote agent licenses.
  • Standard Edition - adding to the Essential Edition, this brings business rule routing options, desktop application integration, customizable agent desktop with screen-pop, and outbound preview dialling.
  • Advanced Edition - bulding further on the standard edition, this also features support for end-to-end SIP-based contact centres, patented predictive routing and agent selection algorithms, predictive outbound dialling, and fully customizable agent desktops with video and other media.

Interaction Centre

The Interaction Centre software suite provides enterprise-class control of contact-centre 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.

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 centre and self-service workflows for greater flexibility, speed, and ease of deploying new processes with open web services.

  • Offsite Agent
  • Avaya NES Contact Center Express

Proactive Contact

Proactive Contact software gives contact centres 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 optimising 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.

 

Reporting and Analytics

Call Management System

Designed for businesses with complex contact-centre operations and high call volume, Call Management System is a database, administration, and reporting application to help businesses identify operational issues and take immediate action to solve them.

Using a familiar Windows interface, managers can view data and receive customised threshold and exception alerts, all in real time. They can also view historical reports to help them analyze trends, establish performance benchmarks, and plan new marketing or customer-service campaigns. These reports can be easily customised to suit the needs of the business. With easy access to real-time and historical data, managers can make faster, better informed decisions, for more effective contact-centre operations

IQ

The IQ reporting and analytics platform consolidates real-time data from Avaya customer-service solutions and enterprise business resources, to deliver insights into both customer and agent activity. It provides highly customisable reports, including dashboards that support cross-tab, drill down, and roll up for easy analytics. These outputs let managers relate activity to results, allowing them to make better-informed decisions that maximise contact-centre efficiency.

Operational Analyst

The Operational Analyst software environment allows multi-channel contact centres to analyse performance data—both real-time and historical information—across multiple sites and vendor platforms. It includes a centralized Customer Interaction Repository that gives supervisors and business managers full access to transaction and interaction histories across voice, Web, email, and other media. Standard report packages provide actionable details and summaries that span multiple locations and communication channels.

 

Self Service

Dialogue Designer

Dialog Designer is a Java integrated development environment, based on the Eclipse open-source framework. It allows businesses to quickly and easily create speech, touch-tone, voice, and video self-service applications. The visual interface eliminates the need for explicit coding—call flows and speech grammars can be represented as graphical objects, which can be dragged and dropped into place, facilitating rapid prototyping.

Dialog Designer offers tools for every stage of the application lifecycle, including design, integration, simulation, debugging, scripting, and deployment. It leverages existing Web server environments, so businesses can get more value from their services, database assets, application development tools and other investments. Available for just the cost of media, it is licensed as part of the Avaya Voice Portal and Interactive Response software packages.

Interactive Response

Interactive Response allows businesses to automate telephone transactions, delivering enhanced service at lower costs. It can answer incoming calls, ask questions, and provide information using both synthesized and pre-recorded speech; and it takes input via spoken word, touch tones, dial pulse, or TDD (Telecommunications Device for the Deaf). It can be used:

  • In a stand-alone configuration, connected to a public switched telephone network either directly, or from behind an on-premises switch.
  • Within a contact centre, to provide seamless integration from self-service to assisted service
  • With an outbound dialler to provide automated alerts and notifications.
  • With proprietary, open-standard, and custom applications.
  • With TDM- and VoIP-based switches.
  • As the VoiceXML browser for a VoiceXML-2.1-compliant application.

Media Processing Server

Media Processing Server 500 is the ideal self-service solution for medium-sized enterprises and small service providers. This full-featured, competitively priced solution offers support for advanced speech, VoiceXML, and Session Initiation Protocol.

Our packages and native interfaces enable MPS 500 to seamlessly integrate with numerous CTI applications for fast, intelligent call routing.

Media Processing Server 1000 is a self-service solution for designed for carriers, enterprise and hosted service providers. Ideal for mission-critical installations requiring continuous availability and high transaction throughput, it provides automated transaction handling and application-controlled call handling. These capabilities are uniquely combined in an integrated, non-blocking system. The Media Processing Server 1000 supports comprehensive networking and data communication.

  • VoiceXML
  • CCXML
  • Multi-Vendor Platform
  • Open APIs
  • Service Creation Environment (SCE)

Voice Portal

Voice Portal is an open standards based platform for automating inbound and outbound voice and video customer care. Offering industry-leading reliability and scalability, it comes with robust management and reporting features, to help reduce costs and simplify operations.