Interaction Management
Avaya one-X® Agent
Avaya one-X® Agent is a desktop software application built specifically to meet the needs of contact centre agents.
Avaya one-X Agent gives contact centre agents the tools they need to be more productive, whether they’re working in a headquarters location, in a branch office or home office. One-touch access to functions such as conference, transfer, and supervisor assist enables agents to effectively manage both communications and agent tasks, making them more productive, responsive, and collaborative regardless of where they are working.
With Avaya one-X Agent, contact centre agents can pre-record their greetings, ensuring that no matter how late in the day, each customer is greeted with the same fresh, enthusiastic greeting as if it were the first call of the day. It’s easy to bring new agents on board with Avaya one-X Agent.
Business Advocate
Business Advocate manages all voice, email, and Web chat interactions via a single universal queue, intelligently routing customers in real time to the best agent for their needs. It takes into account pre-established business objectives; customer needs and business value; and the skills and availability of the current agent pool. Business Advocate actively monitors all of this information, making rapid decisions about which agent should be matched to which customer. This may mean connecting to the agent whose immediate service may produce the greatest value, instead of the caller who has waited longest.
Call Centre
The Call Centre suite of call routing software is an Automatic Call Distribution application that maximizes routing and resource selection, allowing agents to handle calls more effectively and improving overall productivity. It offers conditional (if/then) call routing, using context-based inputs and versatile selection capabilities. Managers can choose whether inbound calls connect with the least busy agent, the first available agent, or the one with skills that best match the customer’s needs. Virtual routing allows businesses with multiple sites to maximize resource utilization across all locations.
Call Centre can integrate with traditional circuit-switched, H.323, and SIP networks (as well as hybrid environments), allowing businesses to protect existing hardware and software investments.
Fact Sheet Fact Sheet
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For more information call your ScanSource Communications Account Manager on 0800 915 5273
Contact Center
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