Avaya Contact Center Select

Avaya Contact Center Select is multichannel contact center for Avaya IP Office, the complex platform of interaction for quality improvement of client services.

Functionality

• Routing taking into account skills
• Features: to instantly connect the client to the specialist capable it is better to solve others his problem; increase service rate using the automatic direction of voice and other calls — by e-mail, through chats, text and facsimile messages — to the most competent specialist. Routing taking into account skills connects customer requirements with skills of specialists, considering language skills, knowledge of data domain and processes, the history of work and the current availability. If the chief specialist on the matter is unavailable, the request of the client can be transferred to the predeterminated alternative specialists.
• The unified interface of the specialist
  • The unified desktop of Contact Center Select allows specialists to see and control the entering and outgoing calls on many channels (a voice, email, chats, texts and faxes). There is an opportunity to manage interactions in turn or at the same time. This interface shows a contact history, displays necessary functions and is easily integrated with business systems.

• Self service features
  • Applications for self-service will allow clients to carry out transactions and to obtain information without the assistance of specialists. As the result, it will allow to lower significantly load of personnel if clients are able to carry out in whole or in part the tasks using interactive menus and the systems of speech recognition. Self-service can be used for increase in satisfaction of customers, performance improvement of work and cost reduction.

• Reporting and analytics
  • An opportunity for managers to optimize work of contact center, to analyze information on performance in real time and using historical reports. An opportunity to find and implement the best practices of increase in flexibility and profitability of transactions.

• Enhanced capabilities for contact center
  • An opportunity to connect Avaya Workforce Optimization Select to contact center for the purpose of receiving function of record of voice and not voice interactions, record of screen pictures at employees of contact center, quality management, monitoring in real time, training of employees and many other things.

2014: Announcement

Avaya provided in May, 2014 Avaya Contact Center Select, a product of the line of solutions for management of client experience in mid-size companies. This product combines simplicity of operation necessary for them with functions of full-fledged multi-channel contact center.

It is often difficult to medium-sized companies to organize a multi-channel bsluzhivaniye of clients using the technologies expected large enterprises. Avaya fills a space in a line of specialized solutions for communications and joint work to give to large and medium-sized companies equal opportunities on service of the most valuable assets — the clients.

Avaya Contact Center Select — the firstborn in new category of the products Avaya, the solutions of a corporate class optimized for medium business and working with the Avaya IP Office platform. It is based on the solution for contact centers of Avaya Aura and provides:

• multi-channel support: voice, e-mail, web chat, SMS and fax;
• scalability on 30-250 operators;
• processing of incoming calls, manual and automatic originate modes (preview/progressive outbound);
• support of local and removed operators;
• redirection of calls to the operators having the necessary knowledge;
• controllers, report generation (in real time and periodic), tools for record;
• support of the virtualized environments of VMware;
• support of languages of the countries of G14 group.

The beginning of sales of Avaya Contact Center Select through channel partners is expected worldwide in June, 2014. The cost of the software begins from 29.630 dollars, including 30 operator licenses, licenses for the head and multimedia.

Avaya Contact Center Select — the second solution Avaya for contact centers on the platform of IP Office presented since the beginning of the current year. Avaya IP Office Contact Center offers multi-channel functions for 5–100 operators.

Avaya product line for medium-sized companies headed by the flagman Avaya IP Office platform is the most extensive portfolio of solutions in the market for communications and joint work. In addition to solutions for contact centers it includes remote joint work using video, mobility, products for security and network solutions.