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Avaya IP Office

Contact Centre Applications

Overview

Avaya IP Office Contact Centre applications are specifically designed for the needs and budgets of small to medium businesses. Contact Centre applications include the Compact Business Centre (with basic routing and reporting capabilities) and the more advanced Compact Contact Centre, delivering advanced routing, custom reporting and multimedia integration.

Capabilities

IP Office Compact Business Centre

An entry level management tool for small customer facing departments, typically handling from 2 to 25 agents. It provides reports on real-time and historical information (up to 31 days) for up to three groups, as well as providing information on the operation of the system as a whole. It provides information on key performance indicators of the business - lost calls, trunks free, agents free, queueing time and more.

Compact Contact Centre

A highly modular contact centre solution for all contact centres from 2 to 75 agents. Compact Contact Centre delivers a robust set of sophisticated capabilities, including:

Real-time management, historical reporting and multimedia capabilities
Wallboards and instant alarms
Desktop tools and wizards to help your staff do their jobs productively
Self-service options to allow customers to help themselves
Call routing, queueing and call coverage to get each call through to the right person every time

Internet Telephony Product of the Year 2005 Integrating with Microsoft® Business Solutions CRM enables customer and historical sales information to be linked directly to incoming and outgoing calls, making it easier than ever to personalise service, adapt call routing patterns and pinpoint service and performance issues. Multimedia capability (e-mail, web chat) can be added at any time and all reporting and management capabilities that work for voice communications will work for other interactions as well.

Avaya IP Office with Microsoft® CRM is one of the winners of Internet Telephony magazine’s Product of the Year Award.
In the February 2006 issue, the magazine listed the winners and detailed each company’s award-winning solution.

Benefits

Improve customer relationships - get the call to the right person as quickly as possible.
Better prioritise customers - taking advantage of intelligent call routing that lets you identify key customers or callers.
Enhance agent productivity with the tools and management capabilities.
Maximise your resources - through extensive reporting that lets you allocate personnel and other resources as cost-effectively as possible.
Measure your customer service performance - always know how well calls are being handled.