Call Centers

Call Centers are groups of employees who serve customers--using telephone, facsimile, Email, the Internet, or remote video links to provide more convenient sales, service or billing operations. When managed well, these centers can serve customers quickly, efficiently and cost-effectively. Avaya is the market leader in providing call center and CRM (Customer Relationship Management) products and professional services that allows an enterprise to:

MultiVantage™ Call Center
Call Management System (CMS)
Call center performance is critical to creating and maintaining market differentiation and competitive advantage. The Call Management System (CMS) provides the information and management tools to help you monitor and analyze the performance of your call center operations, showing where improvements are needed and where to take fast effective action. By fine-tuning customer service processes, you can improve operational efficiency and build stronger, more profitable customer relationships.

CMS is an optional software application designed for enterprises that receive a large volume of telephone calls and have complex call center operations. It is built upon the DEFINITY® ECS Call Center solution.

Visual Vectors
Visual Vectors is a Customer Relationship Management solution that provides an intuitive graphical user interface, with Windows® -like capabilities, for developing and managing Lucent's Call Vectoring feature. Call Vectoring is a unique call routing and queuing program available on DEFINITY® call centers that lets you fine tune your call routing to balance call loads and improve customer service. Visual Vectors expands the value of Call Vectoring by leveraging the efficiency of Windows capabilities, such as folders, drag-and-drop and cut-and-paste functions, and the simplicity of a graphical user interface and flowchart format.

Virtual Enterprise
Call Management System (CMS)
Call center performance is critical to creating and maintaining market differentiation and competitive advantage. The Call Management System (CMS) provides the information and management tools to help you monitor and analyze the performance of your call center operations, showing where improvements are needed and where to take fast effective action. By fine-tuning customer service processes, you can improve operational efficiency and build stronger, more profitable customer relationships.

CMS is an optional software application designed for enterprises that receive a large volume of telephone calls and have complex call center operations. It is built upon the DEFINITY® ECS Call Center solution.

Operational Excellence
Call Management System (CMS)
Call center performance is critical to creating and maintaining market differentiation and competitive advantage. The Call Management System (CMS) provides the information and management tools to help you monitor and analyze the performance of your call center operations, showing where improvements are needed and where to take fast effective action. By fine-tuning customer service processes, you can improve operational efficiency and build stronger, more profitable customer relationships.

CMS is an optional software application designed for enterprises that receive a large volume of telephone calls and have complex call center operations. It is built upon the DEFINITY® ECS Call Center solution.

Visual Vectors
Visual Vectors is a Customer Relationship Management solution that provides an intuitive graphical user interface, with Windows® -like capabilities, for developing and managing Lucent's Call Vectoring feature. Call Vectoring is a unique call routing and queuing program available on DEFINITY® call centers that lets you fine tune your call routing to balance call loads and improve customer service. Visual Vectors expands the value of Call Vectoring by leveraging the efficiency of Windows capabilities, such as folders, drag-and-drop and cut-and-paste functions, and the simplicity of a graphical user interface and flowchart format.