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:
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Retain its customer base through
fast and efficient customer response |
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Cater to the needs and preferences
of its various customer segments |
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Offer its customers new ways
of transacting business |
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.
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