Call
Centers
The Call Center suite of call routing software is an Automatic Call Distribution application that maximizes routing and resource selection, allowing agents to handle calls more effectively and improving overall productivity. It offers conditional (if/then) call routing, using context-based inputs and versatile selection capabilities. Managers can choose whether inbound calls connect with the least busy agent, the first available agent, or the one with skills that best match the customer’s needs. Virtual call routing allows businesses with multiple sites to maximize resource utilization across all locations.
- Call Center can integrate with traditional circuit-switched, H.323, and SIP networks (as well as hybrid environments), allowing businesses to protect existing hardware and software investments.
- Sophisticated call routing capabilities give managers a wide range of options. They can connect inbound calls to the least busy agent, the first available agent, or the agent with the skills that best match the individual customer's needs.
- Businesses can support agent specialization and consolidate resources across sites to help build a more efficient, less costly call center.
- The system allows managers to route calls to agents with specialized knowledge of products or processes, allowing them to provide informed, personalized service.
Business Advocate
Business Advocate manages all voice, email, and Web chat interactions via a single universal queue, intelligently routing customers in real time to the best agent for their needs. It takes into account pre-established business objectives; customer needs and business value; and the skills and availability of the current agent pool. Business Advocate actively monitors all of this information, making rapid decisions about which agent should be matched to which customer. This may mean connecting to the agent whose immediate service may produce the greatest value, instead of the caller who has waited longest.
- This application lets companies define customer segmentation policies and service level goals based on business objectives. This ensures that resources are allocated in ways that maximize the value of each customer contact.
- Automated control, based on user-defined business rules, ensures that supervisors can manage agents and call distribution as they need to, without time-consuming manual intervention.
- Capabilities like Predicted Wait Time and Reserve Agent Pools allow Business Advocate to foresee events that could impact service, and respond automatically in real time. This helps the contact center handle peaks in demand and other problems quickly and efficiently, without inconveniencing customers.
Voice Portal
Voice Portal is an open standards based platform for automating inbound and outbound voice and video customer care. Offering industry-leading reliability and scalability, the voice self service application comes with robust management and reporting features, to help reduce costs and simplify operations.
- Voice and video self-service lets you differentiate your business by providing a superior customer experience. It allows customers to get simple requests taken care of quickly, and it frees up contact-center agents to handle more complex issues.
- Voice Portal uses open standards to simplify integration with your existing Web and application investments. This lets you save money and implement new inbound and outbound services quickly.
- Reduce the time and expense of application design, validation, and deployment through Web Service wizards that help employees integrate databases, build workflows, synthesize speech, record phrases and prompts, and more.
Proactive Contact
Proactive Contact software gives contact centers the capabilities they need to preview, initiate, and track outbound communications. It offers superior predictive dialing and voice detection capabilities that drive significant savings by optimizing calls to desired service levels and reducing agent idle time; effectiveness tools that give agents personal ownership of selected accounts; and other tools to optimize productivity and deliver outstanding customer service.
- Allows contact centers to handle inbound, outbound, and blended contacts. They can reach customers with targeted, timely communications that can help solve problems before they happen.
- Powerful agent and supervisor applications, advanced monitoring and reporting capabilities, and features like our industry-leading voice detection technology help eliminate downtime and improve efficiency.
- Open-standard architecture and development tools, combined with built-in security features, help simplify system management.
Avaya One-X Agent
Avaya one-X® Agent is a desktop software application built specifically to meet the needs of contact center agents.
Avaya one-X Agent gives contact center agents the desktop software they need to be more productive, whether they're working in a headquarters location, a branch office or home office. One-touch access to functions such as conference, transfer, and supervisor assist enables agents to effectively manage both communications and agent tasks, making them more responsive and collaborative regardless of where they are working. And contact center agents can pre-record their greetings to ensure that customers are presented with the same greeting as if it were the first call of the day.
- Integrated presence and instant messaging help one-X Agent users reach out to an available expert anywhere in the enterprise. Agents have the tools they need to drive first call resolution and high customer satisfaction.
- Real-time status updates of key performance indicators keep agents informed of queue status, talk time, and other configurable metrics.
- Screen pop-up of customer contextual data improves productivity and customer satisfaction, eliminating time-consuming agent lookup of relevant information.
- Section 508 compliance means you can expand your agent pool to include the physically handicapped. Keyboard shortcuts provide access to common agent functions.
- Supervisor Desktop offers one-click access to functions such as service observing, barge-in, and "quick alert" messaging to agents. A supervisor can coach an agent using instant messaging and viewing chat logs to ensure compliance.
- Agents can sit at any desk and see their own customized instance of one-X Agent, facilitating agent mobility and maximizing use of real estate.
Contact Center Management
Designed for businesses with complex contact-center operations and high call volume, Call Management System is a database, administration, and reporting application to help businesses identify operational issues and take immediate action to solve them.
Using a familiar Windows interface, call center managers can view data and receive customized threshold and exception alerts, all in real time. They can also view historical reports to help them analyze trends, establish performance benchmarks, and plan new marketing or customer-service campaigns. These reports can be easily customized to suit the needs of the business. With easy access to real-time and historical data, managers can make faster, better informed decisions, for more effective contact-center operations
- Real-time monitoring and customizable alerts ensure that managers can spot problems and respond immediately.
- A wizard and other tools make it easy to design customized reports. And managers can schedule the running and printing of reports, ensuring that the call center is always being managed using the most up-to-date information.
- If real-time reports show conditions that require immediate changes to keep the contact center operating smoothly, integrated administration enables managers to instantaneously drill into admin to make the required changes.
Workforce Optimization
Workforce Optimization helps businesses balance efficiency and effectiveness by using the contact center as a strategic resource. This analytics-driven offering lets organizations capture, analyze, and act on information to improve workforce performance, customer interactions and customer service processes.
With this end-to-end offering, companies can uncover trends and discover why certain employee and customer behavior is occurring. Not only does Workforce Optimization provide a better understanding of customer satisfaction and dissatisfaction, it gives businesses intelligence to improve operational efficiency.
Processes that were cumbersome and caused dissatisfaction can be easily identified and modified. Agents who are not getting the proper training or assisting customers appropriately can be identified and coached. The Workforce Optimization solution suite provides a deeper and more meaningful look at customer interactions
- Workforce Optimization reduces operational costs by ensuring that contact centers are not over-staffed, resulting in additional costs not necessary to meet service levels.
- Workforce Optimization improves performance and productivity through automated coaching and scorecard assessments.
- Workforce Optimization increases customer satisfaction by providing actionable intelligence that can be used to improve the customer experience.
For more information, visit: http://www.avaya.com/usa/product/workforce-optimization
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