Avaya Aura Contact Center

Avaya Aura® Contact Center 6.X is a context-sensitive, collaborative, voice and multichannel customer contact solution that allows enterprises to anticipate, automate and accelerate customer interactions. Avaya Aura Contact Center intelligently routes up to six simultaneous multichannel contacts to the most appropriate resource through a unified agent interface. By creating a complete view of the customer and the context of their interaction, Avaya Aura Contact Center allows enterprises and organizations to manage the customer experience in a way that consistently delivers a superior level of engagement. Avaya Aura Contact Center allows users to proactively reach out to customers, combines historic and real-time contextual customer information to help improve the quality of interactions, optimizes agent utilization and productivity, and enhances supervisor performance to deliver superior customer experience and drive sustainable business growth.

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Contact Center Elite

Avaya Call Center Elite delivers on all of these points and many more with flexible, scalable solutions designed to grow along with your business. As the market leading contact center solution, Avaya Call Center is already in use in a majority of contact centers around the globe. Avaya Call Center Basic software is a core ingredient in Avaya Communication Manager and allows call centers to deal with many fundamental requirements including service observation and more: It helps your agents handle calls more effectively and boosts your call center’s overall level of productivity—at a single site or across an enterprise. It gives you the ability to choose whether inbound calls will go to the least busy agent, the first available agent, or the agent with the skills needed by a particular customer. Every Avaya Communication Manager system includes Avaya Call Center Basic, which provides all of the ACD (Automatic Call Distributor) functionality required to operate a small, basic contact center. However, most Avaya customers opt to enhance their contact center functionality with Avaya Call Center Elite.

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IVR Experience Portal

The latest innovations in contact center and context-based communications have ushered in a new era of customer collaboration, where dynamic real-time orchestration of every customer’s interaction, across all modes and media, is now possible. Experience Portal is Avaya’s latest generation of our multiple award winning Avaya Voice Portal. It helps organizations automate and centrally manage multimedia self service and integrated voice response (IVR) applications. From inbound to outbound automated customer care, Experience Portal can help your organization reach a new level of customer satisfaction and business competitive advantage.

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Workforce Optimization

Avaya Workforce Optimization helps businesses balance efficiency and effectiveness by using the contact center strategically rather than just as an organization that fields calls. Not only does Workforce Optimization give businesses a better understanding of customer satisfaction and dissatisfaction, it offers intelligent insights that allow the business to operate more efficiently. Processes that were cumbersome and caused dissatisfaction can readily be identified, modified and addressed by businesses. Agents who are not getting the proper training or assisting customers appropriately can be identified and coached. The Workforce Optimization solution provides businesses with a deeper and more meaningful look at customer interactions.

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