Deliver more effective customer contact with intelligent communications with advanced IP-enabled business communications applications that enable you to interact, share information, and work together in real time - anytime, anywhere, from any device. These applications allow you to connect your business to your customers; connect customer service personnel to internal customer databases; access expert resources within your enterprise; and provide status on process outcomes in other enterprise applications - increasing productivity while lowering costs.

The Call Center suite of call routing software is an Automatic Call Distribution application that maximizes routing and resource selection, allowing agents to handle calls more effectively and improving overall productivity. It offers conditional (if/then) call routing, using context-based inputs and versatile selection capabilities. Managers can choose whether inbound calls connect with the least busy agent, the first available agent, or the one with skills that best match the customer's needs. Virtual call routing allows businesses with multiple sites to maximize resource utilization across all locations.

Businesses that understand how communications can enhance customer service and productivity will appreciate the powerful applications for agents and supervisors. Please review the information about the two contact centers might be right for your business. Don't forget to sign up for a free demo of the system with one of our sales associates.

Contact Centers for Aura (Communications Manager)

With Contact Center Express businesses can interact with their customers using phone, email, test, instant messaging or SMS. Avaya's proven ACD technology processes all multimedia channels, routing requests to the appropriate agent, who can reply using the same contact method.

Contact Center Express delivers intelligent routing, built-in reporting and Microsoft CRM integration, contact management, and support for self-service applications. It is a multi-purpose customer service solution that delivers a contact center suite with rich and complete and compelling customer experiences for companies who are looking for ways to achieve the operational efficiency, increase revenue and improve customer satisfaction and retention.

Contact Center Express provides a full featured contact center offer with applications for multi-channel, inbound, outbound contact, and integrated real-time and historical reporting. It also manages the collection, queuing, and delivery of voice and non-voice work items, such as e-mail and text or web chat sessions to an appropriately skilled agent, CCE employs powerful routing algorithms resident in Avaya Call Center Software to determine the right resource for the right contact.

Avaya Contact Center Express allows customers to make contact via voice, e-mail, fax, text or instant messaging. Regardless of whether the customer prefers speaking on a telephone, sending e-mails, texting on a smart phone, or chatting over the internet, CCE provides a universal work queue by leveraging an Avaya ACD for all supported channels

Value Driven Results

• Maximize the value of every call

• Reduce costs permanently

• Enable competitive differentiation and build lasting customer relationships

• Optimize contact center operations

• Optimize agent productivity and improve agent utilization

• Improve communications

• Increase customer loyalty and customer retention

• Investment protection

With the growing demand for highly skilled agents and the focus on environmental concerns, home-based agents are quickly becoming the right response for businesses to obtain and retain the best agents. The home agent program helps businesses address strategic priorities focused on home - shoring, agent retention and satisfaction, business continuity planning, cost control and reduction, environmental conditions, rapid growth, and 24x7 competitively differentiated customer service.

Why implement Home Agents?

• Exceed customer expectations

• Enhance Agent Care

• Expand Agent Workforce

• Embrace Accessibility Compliance

• Reduce TCO

• Go Green

• Help Ensure Business Continuity

Call Center for IP Office

Even if a business has a traditional call center or employees that simply answer the phones the data is very valuable to a business owner. Detailed information driven by customer calls can help improve customer experiences and deliver greater revenue. With Avaya IP Office Advanced Edition Customer service for agents and supervisors provides a wealth of information through intuitive, easy to use interfaces and tools.

Below are some basic Call Center features that are available in the IP Office are listed below:

• Browser based with a drag and drop application

• View statistics: Agent States, Agent ACW, Agents Available, Agents Logged On, gents Present, Agents Ringing, Answered Calls, Answered External (non-queue), Answered Internal (non-queue and queue), Average Answer %, Average Answer Time, Average Wait Time, Busy Not Available, Calls Waiting, Current Wait Time, Grade of Service, Longest Wait Time, Lost Calls, New Messages, No Answer, Outbound Calls (external), Overflowed Answered, Overflowed Calls, Overflowed Calls Waiting, Overflowed Lost, Queue State, Queue State Time, Routed to Other, Routed to Voicemail, Transferred

• Supervisor Alarm setting and Notification by agent and group

• Change in color indicates state of Alarm: White for Normal state, Yellow for Caution, Red for Alarm, Blue for Alarm Acknowledge

• Historical Call Reporting using templates: Agent Summary Report, Call Details Report, Call Summary Report, Trace Reports, Alarm Reports, Voicemail Reports

• Customize over 100 reports using common fields (Name, Subject, Call Type, Reporting Period, etc) and through use of wildcards

• Report format (Adobe, Word, Excel, Rich Text, or Crystal)

• Email report in format of recipients choice

Licenses with the IP Office Call Center

Customer Service Agent: Any employee who regularly fields calls relating to sales, service, billing, and other information should be equipped with IP Office Customer Service Agent. It's a browser-based client that lets agents respond quickly to customer needs. Agents receive information on the number of calls on hold, in progress, lost, as well as the number of agents logged in and logged out. If no Calls are waiting to be answered, the customer service agent can spend more time with the current caller, helping to increase revenue and customer satisfaction.

Customer Service Supervisor: If you are serious about having the best sales and service, you will want to constantly monitor and measure how you are doing. Customer Service Supervisor gives you the reports you need to manage your sales activities, judge the value of marketing campaigns and see how well agents are handling calls.