Contact Centre Express
With the Contact Centre Express suite, mid-size businesses interact with their customers using phone, email, text, instant messaging or SMS. Avaya’s proven ACD technology processes all multi-media channels, routing requests to the appropriate agent, who can reply using the same contact method. Contact Centre Express integrates with Avaya Communication Manager and Avaya call centre solutions, allowing businesses to leverage their existing investments.
Contact Centre Express delivers intelligent routing, built-in reporting and Microsoft® CRM integration, contact management, and support for self-service applications. Powerful development tools, out-of-the-box applications, and wizards for agent and routing rules reduce the need for additional software development.
Customer Service Editions
Customer Service Editions combines industry-leading Avaya call-processing software with a range of additional capabilities. Three packages give businesses fully enabled contact centre functionality with flexibility for future growth.
• The Essential Edition offers end-to-end inbound voice , including skill-based and data-directed routing, premier reporting, self-service, standard agent softphone, and introductory remote agent licenses.
• Adding to Essential, the Standard Edition brings business rule routing options, desktop application integration, customizable agent desktop with screen-pop, and outbound preview dialling.
• Building from Standard, the Advanced Edition also features support for end-to-end SIP-based contact centres, patented predictive routing and agent selection algorithms, predictive outbound dialling, and fully customizable agent desktops with video and other media.
Interaction Centre
The Interaction Center software suite provides enterprise-class control of contact-center communications across multiple channels: voice, video, email, Web chat, and IP telephony. It simplifies the management process, helping companies maintain high levels of service, so they can consistently exceed customer expectations. Its open-standards-based architecture simplifies design, deployment, and maintenance, so businesses can easily integrate it with their own data, applications, and switching systems, as well as those of their partners.
Proactive Contact
Proactive Contact software gives contact centers the capabilities they need to preview, initiate, and track outbound communications. It offers superior predictive dialing and voice-detection capabilities that drive significant savings by optimizing calls to desired service levels and reducing agent idle time; effectiveness tools that give agents personal ownership of selected accounts; and other tools to optimize productivity and deliver outstanding customer service.
Fact Sheet
Fact Sheet
Or consult our website at
www.scansourcecommunications.eu
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