Contact Center Solutions

The pressure to deliver positive results that provide a competitive advantage has never been greater. In today’s business climate, customer satisfaction is critical to your success. So it is vital that your contact center deliver intelligent, personalized customer service. In addition, you need to accomplish more with less. And you must be able to do all of this while enhancing the business value of each and every customer interaction.

Every Avaya Communication Manager system includes Avaya Call Center Basic, which provides all of the ACD (Automatic Call Distributor) functionality required to operate a small, basic contact center. However, most Avatel customers opt to enhance their contact center functionality with Avaya Call Center Elite.

Avaya Aura® Call Center Elite

The Call Center Elite 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. Avaya Call Center Elite features Avaya Expert Agent Selection (skills-based routing) and the full complement of advanced Call Vectoring (conditional routing) capabilities. The Elite package includes Avaya Virtual Routing for effective load-balancing across multiple sites, and Business Advocate to dynamically match each customer to the optimal agent.

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 Elite 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 Aura® Contact Center

Avaya Aura Contact Center is the ideal solution for customers who need the flexibility of an open, reliable multimedia solution. Avaya Aura® Contact Center allows organizations to leverage real-time and historical information to deliver seamless, context-sensitive customer care. It facilitates communication via voice and multimedia channels, so businesses can deliver service on their customers’ own terms.

Avaya Aura® Contact Center solution allows enterprises to anticipate, automate and accelerate customer interactions. Avaya Aura Contact Center intelligently routes up to six simultaneous multimedia contacts to the most appropriate resource through a unified agent interface. By creating a complete view of the customer and the context of their interaction, Avaya Aura Contact Center allows enterprises and organizations to manage the customer experience in a way that consistently delivers a superior level of engagement.

Avaya Aura Contact Center allows users to proactively reach out to customers, combines historic and real-time contextual customer information to help improve the quality of interactions, optimizes agent utilization and productivity, and enhances supervisor performance to deliver superior customer experience and drive sustainable business growth.

Avaya one-X® Agent

This application gives contact center agents the tools they need to be more productive, whether they work at corporate headquarters, at branch offices, or from their homes.  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 fresh 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. If an agent needs help from a supervisor, embedded desktop sharing allows the supervisor to view and even take control of the desktop to provide hands-on assistance if necessary. With one-X Agent, agents have the tools they need to drive first call resolution and high customer satisfaction

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. Avaya Business Advocate is the evolution of contact prioritization and routing. It is the only adaptive and predictive answer to every contact center’s dilemma — matching the right contact to the right agent, every time.

Avaya Business Advocate is the only solution that uses patented algorithms to analyze wait times and prioritize the handling of preferred customers. Avaya Business Advocate best matches each contact with the skill sets of your agents, directing each customer to the agent who can serve them most effectively.

Contact Center Control Manager

The Avaya Contact Center Control Manager is a uniquely powerful management foundation. It complements Avaya’s Aura Communication Manager with a range of functionality and operationally-oriented administration tiers, effectively streamlining management of all Avaya contact center operations, and enabling organizations to consistently ensure real-time response to even the most demanding customer needs.

This product allows one-time definition and on-going management of the data relevant to contact center systems: Agents, Skills, VDN’s, extensions, call flows, IVR working hours, dynamic prompts and menu content.

Contact Center Express

The Contact Center Express software suite allows mid-sized organizations to equip their contact centers with multi-channel communications capabilities—so they can accept incoming communication and respond to customers using phone, email, text, and instant messaging. 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

Customer Service Editions combines industry-leading Avaya call-processing software with a range of additional capabilities. Avaya Customer Service Editions are full-service contact center solutions that encompass intelligent routing, contact management, self-service and operational performance capabilities. Our Customer Service Editions support adoption of new technologies because they integrate easily with existing applications and processes. To meet your specific contact center needs and customer service strategies, we offer three versions of Customer Service Editions: Essential, Standard and Advanced.

• Essential – the entry point to Editions offers an end-to-end voice call center that includes skill-based routing, premier reporting, self-service, and standard agent softphone with simple screen pop.
• Standard – Essential edition plus: SIP (Session Initiation Protocol) – based contact center, data directed routing, desktop integration, introductory remote agent, standard and customizable agent desktop with integrated screen-pop and outbound preview dialing.
• Advanced – enables execution of more sophisticated routing and “any media” customer service strategies including all capabilities of the Standard Edition plus patented predictive routing and resource selection algorithms, fully customizable desktops with support for any media, and predictive dialing.

Interaction Center

The Avaya Interaction Center simplifies communication channel management and enables you to maximize your existing investment in people and technology. The Interaction Center software suite provides enterprise-class control of contact-center communications across multiple channels.

Interaction Center manages all interactions through a universal, media-independent contact engine that allows voice, e-mail, web chat, and other media to be managed based on common enterprise segmentation and business rules. The contact engine acts as a single point of control and intelligence for all defined interactions. This enables organizations to create and apply routing strategies and business rules across the entire agent pool and all channels simultaneously instead of managing each channel separately.

Social Media Manager

Avaya Social Media Manager enables you to keep abreast of what your customers and would-be customers are saying. Social Media Manager efficiently and automatically processes social media interactions, delivering relevant actionable mentions to the appropriate resource for response.

It helps you quickly identify the social media conversations most relevant to your business. This solution gathers data on interactions from social media channels and analyzes the data using intelligent engines. These interactions range from potential sales opportunity comments to general inquiries and complaints.

Social Media Manager incorporates a toolkit that provides Advanced Text Processing technology for language identification, relevance, spam and data classification. It also features a Social Media Context module that presents contextual information from public sites, such as Facebook or Twitter and other internal databases. This gives agents or specialists a more complete profile of the customer and a clearer understanding of how the social media contact is taking place.

Social Media Manager efficiently and automatically processes the social media interactions, delivering relevant actionable mentions to the appropriate resource for response. Because the solution focuses only on meaningful and actionable interactions, your business experiences improved efficiency and effectiveness of social media responses.

Manual monitoring and processing expenses are also reduced. Integration with Avaya Aura® Contact Center for contact delivery enables use of existing infrastructure and resources—including agents—making the most of investments and talent. Integrated reports provide a full view of customer activity and insights. These reports help uncover new opportunities and modify business processes and strategies to increase revenue and profitability.

Contact Center - Automated Experience Management

• Avaya Aura® Experience Portal is an open software platform for coordination of all automated voice and multimedia services and applications.
• Avaya Aura® Orchestration Designer is a unified service creation environment for faster, lower cost design of phone, web, and social media applications and agent workflows.
• Callback Assist provides callers with service options when agents are not immediately available to take their calls.
• 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.
• Media Processing Server 500 is a self-service solution with support for advanced speech, VoiceXML, and SIP. Media Processing Server 1000 is a self-service solution ideal for installations requiring continuous availability and high transaction throughput.
• Proactive Contact software gives contact centers the capabilities they need to preview, initiate, and track outbound communications.
• Proactive Outreach Manager offers automated outbound campaign management, enabling organizations to create and deliver automated voice, email, or SMS messages that enable users to immediately choose a self-service option or interact with a live agent.

Contact Center - Performance Management

• Avaya Aura® Workforce Optimization helps businesses balance efficiency and effectiveness by using the contact center strategically. This analytics-driven offering lets users capture, analyze, and act on information to improve workforce performance and customer service processes.
• Call Management System is designed for businesses with complex contact-center 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.
• Contact Analyzer provides detailed, flexible, customizable contact center reporting that complements Avaya Call Management System summary level reporting.
• Avaya IQ contact center unified reporting and analytics platform consolidates data from Avaya customer service solutions and enterprise business resources, to deliver insights into both customer and agent activity.
• Operational Analyst software environment allows multi-channel contact centers to analyze performance data—both real-time and historical information—across multiple sites and vendor platforms.

Reach your customers using the communications channels they want. Balance your Contact Centers inbound and outbound communications so that no one is left waiting. And you have to do all of this while cutting costs, improving agent efficiency, and maximizing the value of every customer. Avatel can help, from internal operations to customer relationship management; we offer solutions to help make your entire contact center more effective.

For more information on how Avatel can tailor a solution to your Contact Center needs, call our Solutions team at 866.835.2661.