AVAYA > Products > Contact Center/CRM > Call Center

Avaya delivers improved overall call center performance by helping agents handle calls more effectively with the proven and innovative call routing and resource selection capabilities in Avaya Call Center.

Comprised of flexible and integrated desktop 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, network and virtual routing capabilities offer multi-location enterprises the ability to maximize resource utilization across all sites. Avaya Call Center enables business-defined routing strategies, including advanced segmentation, and leverages all customer knowledge across the enterprise to make each customer interaction more effective. It is also highly versatile in its ability to integrate into traditional circuit switched and IP communication infrastructures.

Avaya Call Center now comes fully loaded in Release 2 with an even more compelling array of powerful new application enhancing features that include:

• Increased Capacities for Fulfillment -includes increased Skill (Hunt) Groups per System and increased Skills per Agent.

• Service Level Maximizer - Lets customers better utilize their agents to match the needs of their business as determined by answering a certain percentage of calls within a defined period of time. It can help guarantee maximum service levels to critical areas of operations while simplifying call center operations and facilitating easily administered adherence to service level agreements by skill.

• Variables in Vectors - Provides added flexibility in vectoring to allow changes to call processing based on customer selected, local and globally applied, variable values to help reduce ongoing administration efforts and facilitate centralized control.

• Best Service Routing (BSR) Local Feedback for Queued IP and ISDN ACD Calls - Supports the ability to queue a call in a remote location while providing the announcements and music on delay locally thus facilitating the reduction of network charges for queuing when agents may be located across the globe. This capability also allows the take back of calls that have waited too long for service from the remote location.

• Maximum Occupancy - A system-wide setting that helps ensure call takers are not excessively occupied to prevent “agent burnout.”

• Advanced Segmentation - an optional feature of Call Center software that allows for the segmentation of contacts based on data collected both internal and external to the contact center.  It will provide the tools to implement enterprise routing strategies to enforce rules designed to maximize every customer interaction.

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