Avaya Contact Center Select (ACCS)

For companies looking to excel in a highly competitive global marketplace, delivering high-quality customer service that enhances satisfaction and loyalty is essential. Companies searching for contact center solutions can boost their ability to provide superior customer support with Avaya Contact Center Select - a collaborative, multichannel platform that gives businesses the ability to anticipate, automate and accelerate interactions with customers. ACCS provides a range of features that help improve customer experiences, boost customer lifetime value and increase agent efficiency.

Converged Communication Systems, which Avaya has recognized as part of select group of "Partners in Customer Excellence, can help get your company set up with this leading contact center solution for larger businesses. ACCS - a solution for IP Office businesses that supports as many as 1,000 agents - has numerous features that can enhance performance in the following areas:

• Agent efficiency. ACCS gives companies the tools to optimize agent productivity. First, the platform's unified agent desktop makes it easy to manage email, web chat, text, fax, and inbound and outbound voice interactions. In addition, the interface lets agents handle these types of interactions either individually or simultaneously.

Second, ACCS allows for outbound dialing so agents can perform revenue generating activities (e.g., reaching out to customers with information to increase the potential for up-selling). This capability can increase revenue and boost business profitability.

Third, the contact center solution can record each customer interaction for agent training purposes. Supervisors can retrieve call recordings from the ACCS intuitive interface, which allows users to search by agent name, calling number, extension and other variables.

Finally, with Contact Center Select, businesses can allow any agent with a laptop/PC and a home or mobile phone to telecommute. This flexible work arrangement can help motivate agents, strengthen performance and reduce turnover.

• Customer satisfaction. Promote positive agent-customer interactions with ACCS skills based routing, which can minimize or even entirely eliminate transfers. The contact center platform routes multichannel communications to the most fitting resource based on factors such as knowledge, language and availability.

In addition, the system's intelligent assignment of as many as five multichannel contacts (voice, text, email, web chat and fax) through a universal queue gives customers a variety of contact options. That ease of access demonstrates to customers that the company is always open for business.

• Administrative efficiency and effectiveness. Common web-based administration features for managers and supervisors help companies simplify configuration complexity, reduce errors, get rid of duplication, and save time and money on implementation with ACCS.

In addition to simplifying administration, this leading contact center solution also offers unified reporting, with real-time and historical displays with filtering options that make it easy to view key performance indicators, contact summaries and consolidated multichannel reports. This easy access reporting feature cuts down on time spent on analytics, freeing up supervisors to spend more time coaching agents and elevating productivity.

Furthermore, the ACCS Orchestration Designer graphical user interface provides drag-and-drop menus for simpler, more efficient routing script development.

• Scalability. ACCS is appropriate for deployments ranging in scope from a single site up to 32 IP Office sites. In addition, companies can use the platform to leverage employee skills across the enterprise, promoting efficiency, productivity and superior service. The solution also supports VMware virtualization environments.

Ultimately, Avaya Contact Center Select provides the features and tools companies need to create optimal customer experiences, drive employee productivity and achieve better performance. To learn more about ACCS and what it can do for your business, contact us today: sales@convergedsystems.com.