The Avaya IP Office delivers a wide range of Customer Relationship Management solutions to meet your needs, whether you want to implement an informal, customer-facing team with service-level and commitment goals, a formal contact center with local or remote agents, or full multimedia contact center services.
• Compact Business Center helps you apply essential call center management techniques to optimize less formal settings, so you can monitor contacts (including lost calls), analyze service data, and peak traffic capacity. Benefit from reports on overall system performance and basic call center functionality for a workgroup with quality of service reports, selected group reports, simple plug-and-play installation, and more. It is modular and scalable for seamless integration with your business environment.
• Compact Contact Center gives you a comprehensive suite of reporting and management applications, designed for up to 75 local and remote agents. Four complementary modules are packaged as a suite for client/server operation on a Windows NT 4.0 or Windows 2000 Professional server platform. A common database allows for a single point of configuration for simplified management and maintenance and greater accuracy. The modules include:
• Call Center View for real-time service monitoring and resource staffing to improve service and lower costs.
• Wallboard Manager for a choice of wall-mounted or PC-based wallboards that clearly display CRM activity and status.
• Report Manager for in depth historical reporting on customer-facing activity for refined evaluations and enhanced resource management.
• Avaya IP Office Manager for the ability to quickly and easily change the settings of a contact center (e.g., agent names, campaign titles, call routing patters, etc.).
• Queue Manager and Campaign Manager include powerful voice and integrated voice response (IVR) applications for the contact center that facilitate agent and traffic management for better productivity and customer service.
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