Avaya Aura® Contact Center allows organizations to leverage real-time and historical information to deliver seamless, context-sensitive customer care. It facilitates communication via voice and multimedia channels, so businesses can deliver service on their customers’ own terms.

This software solution uses SIP along with standard SOA and Web-services interfaces to provide maximum flexibility. It helps organizations better anticipate customer needs and offers advanced functionality to quickly, efficiently, and cost effectively satisfy those needs.

The result is a contact center that consistently delivers a unified, efficient, and highly personalized customer contact experiences that build brands and enhance loyalty.

Avaya Contact Center Control Manager provides centralized operational administration exclusively for Avaya Contact Center Applications.

This product allows one-time definition and on-going management of the following entities and data relevant to contact center systems: Agents, Skills, VDN’s, extensions, call flows, IVR working hours, dynamic prompts and menu content.

Avaya one-X® Agent is a desktop software application built specifically to meet the needs of contact center agents.

Avaya one-X Agent gives contact center agents the desktop software they need to be more productive, whether they’re working in a headquarters location, a branch office or home office. One-touch access to functions such as conference, transfer, and supervisor assist enables agents to effectively manage both communications and agent tasks, making them more responsive and collaborative regardless of where they are working. And contact center agents can pre-record their greetings to ensure that customers are presented with the same fresh greeting as if it were the first call of the day.

Integrated presence and instant messaging help one-X Agent users reach out to an available expert anywhere in the enterprise. If an agent needs help from a supervisor, embedded desktop sharing allows the supervisor to view and even take control of the desktop to provide hands-on assistance if necessary. With one-X Agent, agents have the tools they need to drive first call resolution and high customer satisfaction.

Business Advocate manages all voice, email, and Web chat interactions via a single universal queue, intelligently routing customers in real time to the best agent for their needs. It takes into account pre-established business objectives, customer needs and business value, and the skills and availability of the current agent pool. Business Advocate actively monitors all of this information, making rapid decisions about which agent should be matched to which customer. This may mean connecting to the agent whose immediate service may produce the greatest value, instead of the caller who has waited longest.

Business Advocate is now included in both Avaya Aura® Call Center Elite and Avaya Interaction Center at no additional cost.

The Call Center Elite 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.

Call Center Elite can integrate with traditional circuit-switched, H.323, and SIP networks (as well as hybrid environments), allowing businesses to protect existing hardware and software investments.

The Interaction Center software suite provides enterprise-class control of contact-center communications across multiple channels: voice, video, email, Web chat, and IP telephony. It simplifies the management process, helping companies maintain high levels of service, so they can consistently exceed customer expectations. Its open-standards-based architecture simplifies design, deployment, and maintenance, so businesses can easily integrate it with their own data, applications, and switching systems, as well as those of their partners.

Avaya Social Media Manager enables you to keep abreast of what your customers and would-be customers are saying. It helps you quickly identify the social media conversations most relevant to your business. This solution gathers data on interactions from social media channels and analyzes the data using intelligent engines. These interactions range from potential sales opportunity comments to general inquiries and complaints. Social Media Manager efficiently and automatically processes the social media interactions, delivering relevant actionable mentions to the appropriate resource for response. Because the solution focuses only on meaningful and actionable interactions, your business experiences improved efficiency and effectiveness of social media responses. Manual monitoring and processing expenses are also reduced.

Elements of the social media solution include:

Integration with Avaya Aura® Contact Center for contact delivery enables use of existing infrastructure and resources, including agents, making the most of investments and talent. Integrated reports provide a full view of customer activity and insights. These reports help uncover new opportunities and modify business processes and strategies to increase revenue and profitability.