Multimedia Contact

Avaya Interaction Centre

=>a Avaya Contact Centre Express provides cost-effective, easy to- implement multi-channel (voice, email, web chat and MSN, AOL and SMS messaging) contact centre solutions specifically designed for medium-sized businesses. It consists of easy-to-use applications and a framework of server components that can be used to CTI-enable existing solutions, or build new, high quality applications.

=>a The SIP Contact Centre helps organizations deploy rich media services such as presence-based multi-modal communications like voice and video. It allows customer service operations to more easily manage a wide range of end user communication devices and new SIP-enabled media. Innovations like 3G cellular video services, personalized video wait treatments, presence-based user collaboration and live access to resident experts through capabilities like ‘Find-me, Follow-me’ can help differentiate a business, drive first-contact resolution and ensure delivery of a consistent customer experience.

=>a Avaya Voice Portal is a Web Services-based self-service platform that brings together the power of Web Services and IP telephony to create more powerful, profitable, and satisfying speech and touch-tone solutions. With Avaya Voice Portal, companies can better leverage the power of speech to expand reach and increase productivity of customers and users, offer consistent responsiveness and higher quality care, while reducing the cost of deployment and customer service. Avaya Voice Portal allows businesses to create an IPbased interactive response environment. With emerging SIP standards, organizations will be able to easily create IVVR (Interactive Voice & Video Response) type applications.

=>a Formerly known as Avaya Conversant, Avaya Interactive Response is a standards-based self- service platform for contact centres. It enables enterprises to automate voice transactions using speech and touchtone to enhance customer satisfaction. It offers organizations the ability to evolve their self-service architecture to take advantage of the latest web and voice technologies. With Avaya Interactive Response, businesses can improve customer service responsiveness and expand support options that deliver superior ROI. Avaya Interactive Response lets businesses add an interactive response environment to its system with or without Avaya Communication Manager, as well as smooth integration with industry-leading speech vendors.

=>a Formerly known as Avaya Predictive Dialing System, Avaya Proactive Contact allows agents to reach more customers, quicker and more profitably through the use of automated technology and advanced applications. In addition, Avaya Proactive Contact gives organizations the ability to proactively reach out to their customers with timely information they need and appreciate, helping enterprises to build stronger relationships. Avaya Proactive Contact is a suite of hardware and software that enables proactive, opportunistic management of customer relationships within the contact centre. Whether a calling mission requires inbound, outbound or blended solutions, Avaya Proactive Contact provides unparalleled technology to meet the demands of every customer’s business. It contains a superior call pacing algorithm called Cruise Control that ensures the automatic control of Service Levels, thus resulting in increased agent productivity that delivers a better ROI compared to legacy dialing systems.

Contact Centre Reporting Tools

Avaya Call Management System

=>a Avaya Call Management System (CMS) provides the information and management tools customers need to monitor and analyze the performance of their contact centre operations, showing where improvements are needed and where to take fast effective action. Avaya CMS is a database, administration, and reporting application designed for enterprises that receive a large volume of telephone calls and have complex contact centre operations. Working in conjunction with Avaya CMS, the Avaya CMS Supervisor client provides comprehensive administration and reporting capabilities using a familiar Microsoft Windows interface. With Avaya CMS, customers can view live, realtime information and see the immediate results of their adjustments. They can also use historical reports to analyze trends, establish performance benchmarks, and plan new marketing or customer service campaigns. Supervisors have access to real-time and historical reports to help them effectively manage the performance of personnel. A powerful custom report package lets customers modify real-time and historical reports or create reports that fit their unique requirements. Extensive reporting of exceptions allows managers to quickly identify areas requiring immediate attention.

=>a Avaya believes in, and prides itself on, open standards. When systems are built on open standards, information can be exchanged more seamlessly. And to ensure interoperability and easy system integration, Avaya has established close partnerships with multiple third party vendors. Avaya’s solutions work over any network infrastructure, protecting a customer’s network investment and preserving customer choice when it comes to determining a best-in-class communication solution.

Avaya Dialog Designer

=>a Avaya Dialog Designer is an open-standard based Integrated Development Environment (IDE) for voice self-service applications. Based on the widely accepted Eclipse.org development framework, Avaya Dialog Designer is a drag and- drop environment for development and maintenance of speech and touch-tone applications. Since Avaya Dialog Designer is based on the open source Eclipse framework, it enables enterprise IT developers and application integration partners to design speech or touch-tone applications while leveraging existing assets. Avaya Dialog Designer also provides a familiar application environment in which to operate, and allows complete lifecycle activities associated with application development including design, integration, simulation, debugging, scripting, and deployment.