Contact Center

Contact Centers require a wide range of functions, architectures, features and services to be effective. In a consumer-driven, Internet-enabled world, your customers aren’t just calling you. They want to reach you via email, IM, text, and more. And simply taking calls isn’t enough to keep customers loyal—you need to proactively reach out to build relationships, upsell, and solve problems before they become deal-breakers.

Avatel offers a portfolio of solutions and services that enable our clients to deliver consistently definitive customer service. We recognize the crucial role your Contact Center plays in your day-to-day business. Our team of experienced resources has the privilege to work with Avaya, which has the distinction of being #1 in Contact Centers worldwide. Avatel brings the advantages of Avaya’s world-class expertise and Contact Center intelligence to you and your organization.


Avaya IP Office Contact Center

A Simple and Robust Multichannel Contact Center for Small and Midsize business. The Avaya IP Office Contact Center offers the same functionality as Avaya's enterprise-focused contact center solutions, including call recording, analytics and multichannel support, which allows agents to interact with customers using either voice, email or chat functionalities.

Customer expectations have risen dramatically, requiring companies to develop a far broader set of capabilities for their customer interactions. To be successful today, small and midsize businesses must be capable of responding swiftly, efficiently and accurately to their customers no matter which channel of interaction – or combination of channels – customers choose. Businesses that want to differentiate themselves in today’s competitive global market environment must be able to provide superior service and high quality customer interactions. The demands placed on an efficiently functioning contact center are high: service must be superior, and tailored to the individual needs of customers.

With IP Office Contact Center, businesses can integrate voice, e-mail, and web chat channels, and proactively manage the entire customer interaction lifecycle. Your business can begin at its own pace with one channel such as voice, for example, and add other channels such as e-mail as your objectives evolve.


Highlights at a Glance

  • Flexible media distribution – optimizes business processes by distributing contacts to employees based on your pre-defined processes
  • Integrated multi-channel customer contact solution for voice, e-mail, and web chat – provides optimal accessibility on all communication channels – customers are free to choose which channel they prefer in order to do business with you
  • Customer prioritization – define and prioritize customers based on your business strategies
  • Skills-based routing – routes all customer inquiries to the employee who is best qualified to handle them, based on media type, expertise, and past experience with a particular customer or situation
  • Voice and self-service solutions – allows customers to serve themselves, leading to more satisfied customers and a marked decrease in employee workloads
  • Enhanced outbound campaigns – enables multichannel outbound voice and e-mail campaigns, helping make employees more productive and providing more opportunities for revenue generation
  • Telemarketing – allows the contact center to conduct targeted telephone campaigns, helping increase trend research, customer acquisition and sales
  • Online monitoring – delivers real-time information, which provides insight into business operations and enables immediate adjustment when needed to maximize availability
  • Historical reports – provides information over longer periods of time, helping identify, measure and pursue opportunities, and discover and resolve issues or outages
  • Interactive Voice Response (IVR) – supports specialized announcement and call routing treatments
  • Call Recording – every agent and supervisor license includes the ability to record calls for training purposes or conflict resolution
  • Remote workers – enables multi-site operations and optimal resource allocation, regardless of location


There are two platforms to choose from: IP Office Contact Center (IPOCC) and Contact Center Select (ACCS)

IP Office Contact Center (IPOCC)

  • Supporting the business through simplicity
  • 5 to 100 agents
  • Voice centric with multichannel: voice, email, web chat 
  • English only 
  • Preview, progressive outbound calling 
  • Local or remote agents 
  • Skills-based routing 
  • Supervisors 
  • Reporting (real-time and historical) 
  • Call recording 
  • Database directed routing 


Contact Center Select (ACCS)

Contact Center Select is derived from Avaya Aura® Contact Center and supports a subset of its APIs, namely Web Communications Web services, Email Open Interfaces, Real-time Data API, Real-time Statistics Multicast API and Host Data Exchange API

  • Key for the business, feature rich
  • 30 to 250 agents 
  • Blended multichannel: voice, email, web chat, text, fax 
  • G-14 languages 
  • Preview, progressive outbound calling 
  • Local or remote agents 
  • Skills-based routing 
  • Supervisors 
  • Reporting (real-time and historical) 
  • Call recording 
  • Database directed routing 


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Learn More

To learn more about solutions to help make your entire contact center more effective, click here or contact an Avatel Contact Center Specialist at 866.835.2661.