The Avaya Call Center provides a total solution for customers sales and service needs. Call Center is built on proven and innovative automatic call distribution (ACD) technology that offers a suite of call routing and resource selection capabilities. These capabilities are designed to help agents handle calls more effectively and to boost the overall level of the call center's productivity.
Novedades de este lanzamiento
Avaya Call Center 4.0 is a major enhancement release that builds on the IP Contact Center capabilities delivered in earlier releases. It continues to provide functionality for customers who are consolidating their call centers as they move to an IP infrastructure by expanding capacities for trunks, announcements, tone detectors, VDN and Vector Variables, and the number of agents. Other improvements include more efficient call vector administration and new agent options. It improves interoperability with Agent Performance systems and the CTI Dialer. It also supports the latest server and gateway.
Beneficios de negocio
• Delivers more consistent, personalized customer service by matching
agent skills with caller needs.
• Provides enormous flexibility in routing decisions.
• Reduces costs while increasing efficiency and effectiveness by
supporting agent specialization and consolidation.
• Supports branch office and distributed enterprise model for contact
centers.
• Provides routing capabilities across locations to enhance
survivability options.
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