Avaya Proactive Contact

Avaya Proactive Contact is the hardware-software complex providing effective management of pro-active contacts with clients in contact center. This solution is the best in the class and it is not important what contact center you want to organize – (blended) working only at outgoing calls, or at the entering and outgoing calls at the same time.

Avaya Proactive Contact flexibly implements all your requirements. The unique control algorithm provides with calls automatic control of the service level (Service Level) that allows to achieve the high performance of operators at the minimum control over them, and significantly influences increase in ROI (Return on Investment = return of investments).

It is possible to refer perfectly proved technology of the correct determination of a human voice to the effective Avaya Proactive Contact tools that increases the number of connections with the person, but not with IVR, the fax or voice mail, and reduces time of unproductive work of operators.

Avaya Proactive Contact allows to make more effective calls in unit of time, to reduce the average time of a conversation and to increase the profit got from each call.

Besides, developed on open standards, a system allows to integrate easily it into the existing infrastructure of a kontaktcentre with such systems as Interactive Response, Quality Management, CRM. Avaya Proactive Contact 3.0 has three different options of system deployment meeting the specific requirements of our customers:

• Avaya Proactive Contact System;
• Avaya Proactive Contact based on Gateway PG230;
• Avaya Proactive Contact on the basis of CTI (Soft Dialer).

Soft Dialer is the software solution which is used by Avaya MultiVantage Application Enablement Services (AEServices) for communication with Avaya Communication Manager. This option offers full-function applications for the organization of outgoing call-down without use of the digital switch PG230 which is not required at a small number of simultaneous outgoing calls.

The applications Supervisor, Agent Blending and others are similar that they are used in Avaya PCS. This software solution allows to increase return from already made investments into telecommunication infrastructure (ACD and PBX, the equipment, telephone sets, the software). For example, at implementation of outgoing call-down it is possible to use the different Avaya Communication Manager functions – such as, Least Cost Routing – for decrease in telecommunication costs, allowing Avaya Communication Manager to select the correct route, proceeding from location of operator. Operators, using the Avaya IP Agent and Avaya IP Softphone applications, can work from the house or from any even the smallest office. At the same time with growth of your business also Avaya Proactive Contact as one of the key principles is simplicity of migration with Soft Dialer on PCS or Avaya PG230 at the moment when it is necessary can grow.

Avaya Proactive Contact applications In realities of today the competition becomes tougher, clients become more and more selective, and human resources are your company all more expensive. Therefore it is very important to turn your contact center into profit center (profit center). In such profit center, on the one hand, operating costs, with another are controlled, – pro-active work with your clients for the purpose of increase in their loyalty and according to sales growth is conducted. It is not less important that the systems of contact center did not disturb, and helped achievement of effective objectives. For this purpose all systems of contact center should be integrated with each other, allow to exercise the centralized control and administration, to use the most effective algorithms of functioning from existing today. Avaya Proactive Contact will allow you to achieve all above. So, one supervisor can manage several operators placed in different network segments. Treat other systems capabilities:

• effective balancing of load of operators,
• the integrated historical reporting and the reporting of real time under all operators and nodes,
• centralized operation by passwords, etc.

This solution includes:

• Avaya Proactive Contact System. An intellectual software package and the equipment which automates and synchronizes the entering and proceeding operation modes of contact center in real time.
• Proactive Contact Supervisor Suite. A powerful tool which gives to supervisors and the director of contact center information of real time on a campaign of outgoing call-down and performance of operators. It allows supervisors to set and change the strategy of campaigns, to create reports on their end, intermediate results and on operators. Besides, administrative tools allow managers to change and support Avaya Proactive Contact System easy and effectively.

PC Supervisor Suite includes the following applications:

• Campaign Monitor
• Campaign Editor
• Campaign Analyst. The convenient instrument of requests, reportings and analysts offers management that information which is necessary for the analysis at present. Campaign Analyst allows to receive the consolidated statements on the different systems and gives the chance of long information storage.
• Admin Manager
• Internet Monitor. Gives the accessibility to monitoring of operators and campaigns via the Internet.
• Agent API SDK. It is the tool of the developer who allows the client or outsourcing developer company to create the personalized user interfaces of operators.

Additional systems capabilities:

• The algorithm of call-down Cruise Control is intended for optimization of performance of campaigns of outgoing call-down. When the new task is set, there is an opportunity to set target values of the service level (service level goals), based on specifics of a campaign. After its beginning when using Cruise Control it is not necessary to control manually achievement and maintenance of the required service level any more. A system will make everything itself in the automatic mode. Accuracy of maintenance of the required service level is 99.9%.
• Health Manager is the tool including the main technology control facilities behind all system. The command line is replaced with a convenient panel of a status of system services, and activation of services on the basis of scripts – with the user interface of real time. Health Manager will allow you to diagnose independently and to quickly recover a system.
• Unified Administration & Configuration – the unified administration and configuring of a system – the new tools simplifying creation of new lists of call-down and system operation.