Avaya Aura Contact Center

The contact center of Avaya Aura allows the organizations to use effectively information of real time and on last events to provide trouble-free context-dependent customer service. It facilitates communication on voice and multimedia channels so the enterprises can provide services on conditions which are demanded by clients.

In this software solution for ensuring the maximum flexibility the SIP protocol and also the standard SOA interfaces and web services is used. It helps the organizations to consider better customer needs and offers advanced functionality for fast, effective and profitable satisfaction of these requirements.

Unified communications of Avaya create uniform space of telecommunication services of the company, ensuring effective functioning of employees, as at office, and far off. The flagman platform of the corporate level Avaya Aura are a single scalable solution which allows to create the effective systems of unified communications, multimedia contact centers and to manage them in real time.

Depending on the purposes which face the company and the nature of services which the architecture of unified communications should support, Avaya proposes optimal solutions based on the Aura platform. In January, 2017 Avaya submitted the new platform for corporate communication and work of Avaya Equinox which is the embodiment of the ideas of unified communications. The solution offers tools for communication and is available to employees through the mobile applications and browsers used by them in work, Avaya Equinox jointly with the solution Aura Communication Manager integrate within a single network of a possibility of text messaging, voice calls, Web and video conferences, video of cooperation and all other communications in real time in the single interface. It is much more preferable to implementation of business objectives of users, than to be forced to work with a set of messaging applications which various difficult compatible interfaces have.

Advantages

Multimedia opportunities of this software facilitate routing of communications by means of voice communication, e-mail, instant messages and many other. Preserving of a context helps employees to consider customer needs, increasing chances of problem solving at the first contact.

The powerful software of a desktop allows agents to work at the same time with several contacts and to quickly get access to a context on the client.

Admin tools easy in use reduce complexity and overheads on installation.

Open standards and the architecture based on SIP simplify development and integration of new functionality.

In this software there is a reservation in real time and automatic switching of all principal components with recovery of connections.

Avaya Aura Experience Portal

Avaya Aura Experience Portal is completely software standardized solution allowing the organizations to provide services of a voice communication and the multichannel system of self-service without excess costs. Unlike the traditional systems of tone set the solution Avaya Aura Experience Portal is created on the basis of the newest standards of voice transmission, interaction under web protocols and telephony. It allows quickly and without excess costs to create mobile, voice and the web applications for self-service promoting increase in a customer loyalty, increase in sales volumes and cost reduction. This software for contact centers can be used separately or together with the Avaya Aura platform and other web interfaces and the solutions for contact centers created on the basis of open standards.

History

2017: Joint solution Avaya and TTC Marconi

The Avaya company in partnership with the Czech company TTC MARCONI developed the solution for operational and technology communication and dispatching telephony. The advanced platform for automation of operation of managers of the organizations of large and medium business of the company was submitted in November, 2017.

The communication framework of Avaya is the cornerstone of the solution, and as the dispatching terminal the equipment KONOS-DOT of production TTC MARCONI is used. Within infrastructure of Avaya several components are involved. Avaya Communication Manager and Session Manager act as a telephony core, the Avaya Breeze platform provides management of the entering and outgoing calls, Avaya AES provides the statuses of external lines and provides integration of the statuses of subscribers, Avaya Contact Recorder guarantees the centralized call recording.

KONOS-DOT represents the dispatching console intended for complex problems of scheduling, fast communication and processing of phone calls, collecting of conferences, working off of in advance programmed scenarios.

Thanks to the solution Avaya and TTC MARCONI each manager can always see the statuses of subscribers, trace them on the card, make outgoing calls in one click, organize in advance configured conferences and contact the subscriber even if it on a call, by intervention in a conversation. The solution allows to connect and use a radio communication and surveillance cameras and also has a centralized system of record of negotiations. All this allows to perform coordination of actions of specialists in any regular and emergency situations.

According to Avaya, the solution is already implemented in the "Moscow United Energy Company" (MUEC) providing the centralized heating and hot water supply of Moscow and a number of the cities of the next Moscow area.