The advantages of deploying AVAYA call/ contact centre solutions arise specifically from the increase in efficiency and customer satisfaction. Here, proven and innovative AVAYA functions for routing calls and selecting resources are used, including context-based options to choose from.
Incoming calls can be forwarded to the least busy or next available agent or can be automatically directed to the agent who has the highest level of competence required to take a given call (skill-based routing). Call routing to available agents can also be flexibly handled across locations or across time zones, depending on the day time.
The use options of the AVAYA call and contact centre functionalities extend far beyond the immediate deployment area. Main users of call and contact centre solutions include particularly centralised phone contacts, e.g. for IT hotlines, billing departments or sales offices. Especially the technologically supported organisation of internal workflows, or the possibility to define automated follow-up processing times during which new incoming calls will be turned away, have met with a high level of appreciation.

AVAYA Customer Call Reporter (CCR) for the AVAYA IP Office telephone system

• Targeting call centres of up to 30 agents (up to 150 agents possible)
• Real-time tracking and capturing of the agent utilisation
• Web browser-based

AVAYA Customer Interaction Express (CIE) for AVAYA Integral Enterprise MG100/ MG1000 telephone systems

• Targeting medium-sized enterprise users of 20 to 150 agents
• Management of various media, inbound, outbound, e-mail, facsimile, SMS
• Supports skill-based call routing

AVAYA Call Center Basic, Intro or Elite for AVAYA Aura Communication Manager telephone systems

• Targeting any company from medium-sized enterprises to internationally operating groups
• Depending on quality level (Basic, Intro or Elite), the system serves 50 to 7000 agents.
• Comprehensive call/ contact centre functionalities
• Flexibly expandable to include multi-media integration, outbound proactive call display, interactive response systems, various reporting system solutions.
• Virtualisation-capable