Avaya Call Center and Contact Center

Businesses must provide superior customer support in order to succeed in competitive markets. Companies looking for ways to improve customer service while also boosting productivity and efficiency can utilize affordable call center and contact center solutions for Avaya IP Office systems.

Converged Communication Systems, an Avaya partner, can assist your business in implementing and maintaining Avaya applications that will enhance call and contact center performance, ensuring that your customers receive the best possible service. Several solutions are available that integrate with IP Office and boost communication capabilities.

With Avaya IP Office Contact Center (IPOCC), businesses can deliver personalized, consistent service to customers across multiple channels. This all-in-one contact center solution allows for cost effective, fast, efficient and accurate communication. IPOCC integrates with IP Office for a simple and easy-to-use administration interface.

This solution can grow and evolve with your business, and offers a number of benefits for SMBs - such as enhanced first contact resolution, greater employee productivity due to tools that facilitate issue resolution and connections with new customers, and multichannel communication capabilities that let agents deliver the best possible service anytime and anywhere. Additionally, IPOCC allows for better customer interactions through personalized service and up-selling/cross-selling opportunity identification. Learn more about IPOCC.

Avaya Contact Center Select (ACCS) is a collaborative, multichannel platform for larger businesses, with the ability to support as many as 1,000 agents. ACCS provides companies with tools that optimize agent productivity, such as the platform's unified agent desktop. The solution also facilitates more positive agent-customer interactions with skills-based routing to minimize transfers and ensure customers connect with the most fitting resource.

In addition, ACCS features common Web-based administration features for managers and supervisors to help reduce configuration complexity, eliminate errors and duplication, and reduce the time and cost required for implementation. Finally, ACCS is scalable to fit your business needs, allowing for deployments ranging up to 32 IP Office locations. Learn more about ACCS.

With Avaya Compact Contact Center (CCC), small to midsize businesses can leverage real-time management, historical reporting, productivity-boosting desktop tools, self-service options, wallboards, instant alarms, and more to achieve high-quality customer service delivery. CCC is capable of serving contact centers with 2 to 75 agents and offers various modules that can enhance your company's contact center operations.

The CCC application base system (IPO CCC SVR RFA) allows access to up to 73 standard reports, in addition to reporting capabilities for five agents. The application also includes various historical reporting modules - such as the CCC Reporter - that allow users to create custom reports, based on archived contact center telephony and multimedia interactions. Other CCC modules and features allow for third-party integration, real-time site and agent management, multimedia queues, and fixed scrolling and PC-based Wallboards. Learn more about Avaya CCC.

Avaya Customer Call Reporter (CCR) is a call center reporting solution that provides the ability to monitor agent and queue productivity with both historic and real-time reporting. CCR offers easy-to-use reporting templates, summarized agent views, three customizable supervisor views, and report scheduling and saving abilities. CCR can support up to 30 supervisors and 150 agents.

A simple installation comes with various components, such as a CCR server computer, Web browser clients, one-X Portal server, and more. Benefits of CCR include better customer service and relatively low total ownership costs. Learn more about Avaya CCR.

To find out more about how Avaya call center and contact center solutions can benefit your business, contact us today: sales@convergedsystems.com.