Avaya Aura Call Center Elite

Aura Call Center Elite is technology of the intellectual personalized service, the software product for the organization of flexible scalable solutions.

Avaya Call Center Elite represents the principal component of Avaya Aura Communication Manager implementing a number of basic functions of contact center, including control of service and many other things. The technology helps to increase efficiency of call processing by operators and to increase the overall level of productivity of contact center – within separate division or all company.

A system supports the choice of the necessary operator at receipt of an incoming call, by criteria:

• the least occupied operator,
• the first free operator
• the operator having the skills necessary for the specific client.

Representation of system architecture, (2015)

Avaya Call Center Elite supports the Avaya Expert Agent Selection function (routing on the basis of skills) and a full range of the advanced opportunities of creation of vectors for calls (conditional routing). The packet of Elite includes Avaya Virtual Routing for effective load distribution on several objects and Business Advocate for runtime allocation of clients on suitable operators.

The product represents a packet of the flexible integrated applications, it helps to simplify work with clients, administration of contact center, tracking of results and training of operators. It is supported conditional ("if, then") routing of calls on the basis of context-dependent input data in combination with opportunities of the choice of resources.

Functions of virtual routing allow in the companies with several divisions as much as possible to use resources of all divisions. Distribution functions on location and local storage of musical compositions and advertisements cut down traffic and/or expenses for the companies with the distributed contact centers.

2018: Joint solution Avaya and Afinity

On May 14, 2018 Avaya Holdings Corp., one of solution providers for contact centers, and Afiniti, one of developers of solutions based on AI in the field of the behavioural analysis, announced strategic partnership. The joint solution will allow to increase performance of corporate systems of customer interaction due to unique technology of routing based on AI.

This first in own way complete solution integrating possibilities of Afiniti Enterprise Behavioral Pairing technology and the Avaya platform for corporate contact centers.

Integration of Afiniti Enterprise Behavioral Pairing technology into such advanced solutions Avaya for call management as Avaya Aura Contact Center Elite, Avaya Proactive Outreach Manager and Avaya Oceana, also increases efficiency of the previous investments of the customer in the solutions Avaya, adding at the same time great opportunities and perspectives of use of artificial intelligence.

As a result of partnership at the end of the third quarter 2018 there will be a version of Avaya Aura Call Center Elite with additional AI functionality (local and cloud versions) supporting Behavioral Pairing technology. Later this opportunity will be also integrated into the solutions Avaya Proactive Outreach Manager and Avaya Oceana.