Contact Centre
Using Multimedia Communications and Applications
With Avaya IP Office you can be ready for the way your customers want to work with you, over the phone, email, on the web or by IVR. The Contact Centre agents can manage all of these contacts through easy to use screens and at a glance tell:
- Number of calls waiting
- Average talk time
- Number of staff available to answer calls
- Average answer speed
- Number of abandoned calls
- Total time spent wrapping up calls
- Time of oldest call waiting
Avaya IP Office provides two great options for Contact Centre call management -
Compact Business Centres (CBC) -An entry level contact centre compatibilities tool for small customer-facing departments for up to 3 departments. With a range of real-time and historical analysis, managers can quickly ascertain what improvements might be made to boost customer service.
Compact Contact Centres (CCC) -The next generation multimedia contact centre solution. Scaling from 5 to 75 agents, Avaya IP Office CCC lets contact centres and customer facing departments benefit from the advantages of sophisticated call routing, real time performance monitoring and historical reports across all media types- voice, e-mail, web chat and web callback.
| Compact Business Centres | Compact Contact Centres |
|---|---|
| Entry level voice only application for small, informal contact centres | Advanced multimedia (voice, email, web chat, web callback) application for formal contact centres and larger informal contact centres |
| Fixed size | Modular and scalable |
| Up to 3 departments | From 5 to 75 local and remote agents |
System wide reporting
|
Comprehensive graphical reports on key performance indicators
|
| Data exports easily to applications such as Microsoft Excel | Management by exception |
| Single point of management (IP Office Manager) | |
Fully integrated with VoiceMail Pro
|
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