Avaya Aura Contact Center

Avaya Aura Contact Center delivers capabilities that help enterprises and organizations improve customer satisfaction, increase revenues and profitability, enhance agent and supervisor productivity while reducing CAPEX (capital expenses) and OPEX (operational expense) costs. Avaya Aura Contact Center addresses the needs of many stakeholders including the line-of-business manager, contact center manager, IS/IT manager and agents.

Following are some of the key capabilities:

  • Unified agent desktop: Avaya Aura Agent Desktop allows agents to simultaneously handle multiple contacts of various media types
  • Unified agent desktop: The ability to offer flexible, at-home teleworking arrangements; allows contact center managers to hire the best agents, motivate them, improve performance and reduce agent turnover
  • Proactive interaction: Outbound dialing enables enterprises and organizations to utilize their agents for revenue generating activities
  • Out-of-the-Box Screen Pops: Avaya Aura Contact Center offers integration with many popular CRM solutions including Salesforce.com
  • Unified Reporting: On-board reporting with standard or customized, tabular and graphical, historical and real time displays with dynamic filtering provide easy-to-read information on Key Performance Indicators (KPIs), contact summaries and consolidated reports
  • Simplified administration: Common, web-based administration for contact center supervisors and managers reduces configuration complexity, eliminates duplication, and reduces errors while lowering implementation time and cost
  • Open standards based solution
  • Virtual contact center that scales
  • Enhanced security and authentication
  • Reliability
  • Virtualization
  • Social media integration

Avaya IP Office Contact Center

Avaya Contact Center Solutions for IP Office extend Avaya innovation in customer experience management to midsize businesses, with the simplicity and value you've come to expect from IP Office.

These solutions, optimized for use with IP Office software, enable blended multichannel capabilities that help improve customer experience to increase revenue, and agent efficiency to reduce cost.

The first component of this solution brings affordable multichannel contact functionality – supporting voice, email, and chat to contact centers of 5 – 100 agents. The second component, Avaya Contact Center Select is derived from the Avaya Aura® Contact Center solution, integrated to Avaya IP Office and optimized for the midmarket - supporting full multichannel capabilities, voice, email, web chat, SMS and fax, to midsize business with contact centers of 30 to 250 agents.

Vuesion Contact Center

Vuesion's single-platform design and architecture encompass a robust contact center solution, integrated with a powerful and flexible call recording module. This cost-effective approach yields highly integrated software modules, lower maintenance costs and ease of installation.

Start with an Essentials package that includes a robust, skills-based, intelligent routing engine and flexible hold announcements, with position in queue, average hold time and opt-out options. Advanced options can be added "a la carte," including e-mail queuing, CRM integration, callback queuing, auto outdial campaigns and trunk side/SIP call recording.

The intuitive agent and supervisor user interface provides presence, call control and a blended software wallboard.

Vuesion software runs on standard servers, standard operating systems and standard SIP protocols, and is scalable from five to 250 agents.

Xima Chronicall Realtime

Chronicall Realtime allows you to effectively manage your agents in Realtime. With Chronicall Realtime you are given three supervisor displays: Agent Timeline, Group Timeline and Realtime Stats, also known as wallboards. This is true real-time; there is no five-second refresh rate. As soon as a call comes in or an agent's status changes, Chronicall incorporates the new data into the unique Agent Timeline, Group Timeline, and Realtime wallboards. This module also allows you to track specific feature events like Agent DND/AUX/Realtime time, Group Login and Logout Time, and Idle time. This information is tracked and then recorded to the database which allows you to report historically on the agent’s performance.

With the Agent Timeline, you can see each of your agents' current activities and statuses in a simple timeline format. Unlike other reporting software that only shows what your agents are doing at the moment, the Agent Timeline leaves behind a record of each agent's behavior in the past. This gives you a contextual understanding of the data and allows you to make critical decisions with confidence and accuracy.

Accurate queue statistics are vital for efficient call center management. The Group Timeline displays these statistics for each hunt group with a set of continuously updating graphs representing the number of queued calls, the longest wait time, and the average wait time side by side. As calls enter or leave a hunt group's queue, the graphs change accordingly, giving you the knowledge you need in order to adjust your resources in real time.

With Realtime Stats you can effectively turn any screen into a wall board. Chronicall offers a number of different templates for you to use, but again we wanted to offer our customers the ability to customize these displays you can track the specific information that pertains to your company. Chronicall wallboards offer scrolling marquees, charts, graphs, text boxes, agent and group leaderboards. These widgets can contain virtual any value about your agents and groups and be customized for yourself or your entire team that looks and works like your own custom-branded software.

Xima Alerts and Triggers extends your realtime information beyond the screen. This enhanced feature allows you to be notified in the event of an emergency; maybe too many calls in queue, maybe an agent has been logged out too long, or perhaps you missed too many calls. With Alerts and Triggers you can be notified via POP Screen messages, Email, or SMS Text messages that way you can quickly take action and rectify any issues that may be occurring.