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Avaya Contact Centers are recognized as the Industry Leader in Call Center Technologies. Each feature set is Custom Designed to your specifications. Companies need contact centers to provide end-to-end customer experience management that helps them leverage existing resources alongside the latest best practices and enabling technologies

A revolution is underway in customer service, being driven by new generations of consumers, new modes of communication, and consumer adoption of social media. To address these changes, companies need an end-to-end approach to managing their customer experience that helps them leverage the latest in best practices and enabling technologies alongside their existing resources.

Customer Experience Management is the driving force for Avaya’s Contact Center strategy. Our focus is to help organizations create competitive advantage by delivering a differentiated customer experience.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. You not only obtain a better understanding of customer satisfaction and dissatisfaction, but you receive the business intelligence that helps 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 Avaya Workforce Optimization solution suite provides a deeper and more meaningful look at customer interactionsContact Analyzer provides detailed, flexible, customizable contact center reporting that complements Avaya Call Management System summary level reports. This application captures call data for individual transactions. Access to this data provides specific insights into many aspects of contact center performance beyond the information available in existing summary level reports. With Contact Analyzer, you can generate detailed reports such as Callers on Hold, Executive Complaints, and Outbound Calling. In addition, reports can be customized for requirements not met by standardized reports.

The Operational Analyst software environment allows multi-channel contact centers to analyze performance data—both real-time and historical information—across multiple sites and vendor platforms. It includes a centralized Customer Interaction Repository that gives supervisors and business managers full access to transaction and interaction histories across voice, Web, email, and other media. Standard report packages provide actionable details and summaries that span multiple locations and communication channels.

The Avaya IQ contact center unified reporting and analytics platform consolidates data from Avaya customer service solutions and enterprise business resources, to deliver real-time and historical insights into both customer and agent activity. Avaya IQ reports on inbound and outbound calls, time spent in self service, as well as email and web chat sessions.

Avaya IQ provides hundreds of standard reports, including dashboards that support cross-tab, drill down, and roll up for easy analytics. Customers can easily create their own reports or customize existing reports. These outputs let managers relate activity to results, allowing them to make more informed decisions that maximize contact center efficiency and the customer experience.

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

Key Benefits
  • Flexible Configurations

  • From Basic to Expert Agent Functionality

  • Superior Management Tools

  • Detailed Reporting

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