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MultiVantage™
Call Center Solutions
With
the right tools employed, your clients can receive
consistent and personalized service.
Call
Center
The Avaya Call Center provides a total solution
for your sales and service needs and supports up to
5,200 agents. For multiple call center locations,
virtual routing helps you balance call loads across
your locations with tools to analyze demand and
direct each call to the location best able to
handle it. Don't let your best clients be kept
waiting.
IP Agent
Accommodate call center agents working remotely or in an office
location, while addressing the rapidly growing remote call center
market. Avaya IP Agent is a Microsoft® Windows® software-based
call center soft phone application. It enables agents to work
from any PC, anywhere, as long as they can connect to your corporate
network.
Call Management
System (CMS)
Provides the information and management tools you need to
monitor and analyze the performance of your contact center operations.
Avaya CMS can show you where improvements are needed and can help
you take fast, effective action, while the Avaya™ CMS Supervisor
client provides comprehensive administration and reporting capabilities
using a familiar Microsoft Windows interface.
Business Advocate
Balances a company's segmentation policy with the needs of
each caller to match the right call with the right agent, at the
right time. Avaya Business Advocate lets you leverage your call
center as a strategic business asset and drive call center performance
according to your business plan.
Visual Vectors
An intuitive graphical user interface, with Windows®-like
capabilities, for developing and managing Avaya's Call Vectoring
feature. CentreVu 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.
Computer Telephony
Server software that integrates the premium call control features
of your DEFINITY® system with client information in your databases&emdash;without
requiring special phones, connectors, PC circuit packs, or new
wiring at every workstation, helping you enable powerful applications
that allow your business to step ahead of the competition. Blending
the power of your communications system with critical business
intelligence.
  
Multimedia
Contact Center
Providing
simultaneous access to client information through
multi-channel capabilities.
Interaction Center
Avaya Interaction Center intelligently routes clients in their
preferred medium of communication to the appropriate agents within
your contact center, and can provide your agents with the client,
transaction, and product information they need to deliver quality
service. Your agents can handle e-mail, Web, and telephone requests
simultaneously while deliver superior service.
IP Agent
Accommodate call center agents working remotely or in an office
location, while addressing the rapidly growing remote call center
market. Avaya IP Agent is a Microsoft® Windows® software-based
call center soft phone application. It enables agents to work
from any PC, anywhere, as long as they can connect to your corporate
network.
Operational Analyst
Avaya™ Operational Analyst integrates vital client interaction
data across your multimedia contact center to deliver a 360-degree
view of client contacts for comprehensive reporting. Enables you
to gather the level of business intelligence required for your
enterprise.
Business
Advocate
Avaya™ Business Advocate matches the needs
of each caller to the right agent, at the right
time. Skilled agents reduce call handling and wait
times while delivering an improved client
experience. Overall network costs can be reduced
with fewer abandons, busies and
call-backs.
Self
Service
Provide
your clients with convenient, effective,
around-the-clock service when they want to reach
you and in the medium they prefer.
Interaction
Center
An integrated multimedia contact center
solution that routes, manages, records, and reports
on client interactions across a variety of
communication channels - including Web, e-mail, and
advanced telephony systems.
Interactive
Voice Response
Now you can fully or partially automate
interactive telephone transactions that would
otherwise be performed by an agent that do not
require added value by the agent. And for the
administrator, Avaya IVR Designer gives client
contact centers an intuitive, graphical interface
for creating self-service applications.
Natural
Language Speech Recognition
Make that automated caller interaction more
personal. Using synthesized or prerecorded speech,
the system can respond to and answer an incoming
call, request specific information from the caller
and provide information or services to the caller
based on data from the caller.
Interactive
Voice Response
Interactive
Voice Response products provide the versatility you
need to deploy self-service capabilities in your
contact centers while maintaining that personal
touch.
Interactive
Voice Response
Now you can fully or partially automate
interactive telephone transactions that would
otherwise be performed by an agent that do not
require added value by the agent. And for the
administrator, Avaya IVR Designer gives client
contact centers an intuitive, graphical interface
for creating self-service applications.
Natural
Language Speech Recognition
Make that automated caller interaction more
personal. Using synthesized or prerecorded speech,
the system can respond to and answer an incoming
call, request specific information from the caller
and provide information or services to the caller
based on data from the caller.
Proactive
Contact Management
Reach
out and touch your client and give your business a
positive, closed-loop client engagement.
Interaction
Center
An integrated multimedia contact center
solution that routes, manages, records, and reports
on client interactions across a variety of
communication channels - including Web, e-mail, and
advanced telephony systems.
Predictive
Dialing System
Automates and synchronize the outbound and
inbound telephone client contacts for maximum agent
efficiency and effectiveness. Based on real-time
performance information, the Avaya Predictive
Dialing System "predicts" when a call center agent
will be available to speak with a
client.
Operational
Solutions
Give
your business managers the tools to conduct
complete contact center analyses, for effective
resource management.
Basic
Call Management Reporting Desktop
A graphical, PC-based, DEFINITY® call
reporting and administration application that makes
it easy for you to collect, display, and analyze
your call center's real-time and historical data to
help you run your operations more efficiently. To
ensure consistent service, you may set up levels of
thresholds for acceptable performance and it alerts
you with warnings when your level of service is not
being met.
Call
Management System (CMS)
Monitor and analyze the performance of your
contact center operations. Avaya CMS can show you
where improvements are needed so you can take
action. Your contact center managers can view live,
real-time information-and see the immediate results
of their adjustments. You can also forecast the
future with an optional forecasting package that
uses trended data and "what if" growth scenarios to
forecast the number of agents and the economic
effects of staffing and abandoned calls.
Network
Reporting
Provides comprehensive real-time and historical
reports on your key contact center performance
statistics. Avaya™ Network Reporting can help
you See and understand contact center activity on a
real-time and historical basis, compare performance
across the network and activity at remote sites.
Visual
Vectors
CentreVu® Visual Vectors provides an
intuitive graphical user interface, with
Windows®-like capabilities, for developing and
managing Avaya's Call Vectoring feature. It is
intuitive and easy to use 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.
IP
Contact Center
Ideal
for Mid-sized Businesses. Provides the necessary
tools for delivering client information when and
where the information is needed most.
Interaction
Center
An integrated multimedia contact center
solution that routes, manages, records, and reports
on client interactions across a variety of
communication channels - including Web, e-mail, and
advanced telephony systems.
IP
Agent
Accommodate call center agents working remotely
or in an office location, while addressing the
rapidly growing remote call center market. Avaya IP
Agent is a Microsoft® Windows®
software-based call center soft phone application.
It enables agents to work from any PC, anywhere, as
long as they can connect to your corporate
network.
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Contact Centers/CRM