For your call center, the pressure to deliver positive results that provide a competitive advantage has never been greater. To achieve that advantage, your call center must come through on a number of fronts. In today’s business climate, customer satisfaction is critical to your success. So it is vital that your call center deliver more consistent, personalized customer service. In addition, you need to accomplish more with less. That means operating your call center at a lower cost while increasing agent efficiency and effectiveness across the enterprise. And you must be able to do all of this while enhancing the business value of each and every customer interaction through approaches such as effective customer segmentation.

The right technology solutions can make all the difference in improving the ongoing productivity and revenue potential of your call center. They deliver cost savings by allowing you to converge your data and call center applications upon an IP infrastructure. Effective call center solutions allow agents to respond rapidly to customer demands. They provide for optimum load.

Balancing based upon the work handling guidelines your firm wishes to implement – under both call surplus and agent surplus conditions. They make the most of agent availability, skills, and experience and integrate readily with other productivity tools in a multi-vendor environment. Finally, and most importantly, superior call center solutions lower your Total Cost of Ownership (TCO) and increase Return on Investment (ROI).

Comprised of flexible and integrated applications, Avaya Call Center simplifies customer management, contact center administration, results tracking, and agent training. It offers conditional (if/then) call routing that makes use of context-based inputs, coupled with versatile resource selection capabilities. In addition, virtual routing capabilities offer our multi-location customers the ability to maximize resource utilization across all sites.

Features such as Service Level Maximizer helps customers guarantee service levels for each queue by evaluating service levels across the call center in determining call priority. The Variables in Vectors feature adds flexibility, reduces administration, and facilitates centralized control. Maximum Occupancy helps prevent “agent burnout” by ensuring agents are less than 100% occupied. Advanced Segmentation allows for the segmentation of contacts based on data collected both internal and external to the contact center. It provides the tools to implement enterprise routing strategies designed to maximize every customer interaction, helping improve first time call completions.

Avaya Call Center enables business-defined routing strategies and leverages customer knowledge across the enterprise to make each customer interaction more effective. It is also highly versatile, spanning all communication infrastructures – traditional circuit switched and IP. Today, Avaya Call Center offers more capabilities and capacity than ever before.
Flexible, Scalable, Integrated.

Avaya Call Center contains highly flexible applications that leverage your investments in other productivity initiatives. Avaya Call Center software provides rich, reliable functionality whether you choose to use traditional TDM or IP-based infrastructure. If you choose to run your mission-critical Call Center on an IP network, Avaya Converged Network Analyzer delivers automatic, real-time path optimization to ensure the integrity of your voice and data communications.

Avaya Call Center takes full advantage of Avaya’s recognized strength in voice heritage, application development, global services and leadership position in the industry.

Avaya Leadership