Contact Center

Contact Centers require a wide range of functions, architectures, features and services to be effective. In a consumer-driven, Internet-enabled world, your customers aren’t just calling you. They want to reach you via email, IM, text, and more. And simply taking calls isn’t enough to keep customers loyal—you need to proactively reach out to build relationships, upsell, and solve problems before they become deal-breakers.

Avatel offers a portfolio of solutions and services that enable our clients to deliver consistently definitive customer service. We recognize the crucial role your Contact Center plays in your day-to-day business. Our team of experienced resources has the privilege to work with Avaya, which has the distinction of being #1 in Contact Centers worldwide. Avatel brings the advantages of Avaya’s world-class expertise and Contact Center intelligence to you and your organization.

 

Avaya IP Office Contact Center

A Simple and Robust Multichannel Contact Center for Small and Midsize business. The Avaya IP Office Contact Center offers the same functionality as Avaya's enterprise-focused contact center solutions, including call recording, analytics and multichannel support, which allows agents to interact with customers using either voice, email or chat functionalities.

Customer expectations have risen dramatically, requiring companies to develop a far broader set of capabilities for their customer interactions. To be successful today, small and midsize businesses must be capable of responding swiftly, efficiently and accurately to their customers no matter which channel of interaction – or combination of channels – customers choose. Businesses that want to differentiate themselves in today’s competitive global market environment must be able to provide superior service and high quality customer interactions. The demands placed on an efficiently functioning contact center are high: service must be superior, and tailored to the individual needs of customers.

With IP Office Contact Center, businesses can integrate voice, e-mail, and web chat channels, and proactively manage the entire customer interaction lifecycle. Your business can begin at its own pace with one channel such as voice, for example, and add other channels such as e-mail as your objectives evolve.

 

Highlights at a Glance

  • Flexible media distribution – optimizes business processes by distributing contacts to employees based on your pre-defined processes
  • Integrated multi-channel customer contact solution for voice, e-mail, and web chat – provides optimal accessibility on all communication channels – customers are free to choose which channel they prefer in order to do business with you
  • Customer prioritization – define and prioritize customers based on your business strategies
  • Skills-based routing – routes all customer inquiries to the employee who is best qualified to handle them, based on media type, expertise, and past experience with a particular customer or situation
  • Voice and self-service solutions – allows customers to serve themselves, leading to more satisfied customers and a marked decrease in employee workloads
  • Enhanced outbound campaigns – enables multichannel outbound voice and e-mail campaigns, helping make employees more productive and providing more opportunities for revenue generation
  • Telemarketing – allows the contact center to conduct targeted telephone campaigns, helping increase trend research, customer acquisition and sales
  • Online monitoring – delivers real-time information, which provides insight into business operations and enables immediate adjustment when needed to maximize availability
  • Historical reports – provides information over longer periods of time, helping identify, measure and pursue opportunities, and discover and resolve issues or outages
  • Interactive Voice Response (IVR) – supports specialized announcement and call routing treatments
  • Call Recording – every agent and supervisor license includes the ability to record calls for training purposes or conflict resolution
  • Remote workers – enables multi-site operations and optimal resource allocation, regardless of location

 

There are two platforms to choose from: IP Office Contact Center (IPOCC) and Contact Center Select (ACCS)

IP Office Contact Center (IPOCC)

  • Supporting the business through simplicity
  • 5 to 100 agents
  • Voice centric with multichannel: voice, email, web chat 
  • English only 
  • Preview, progressive outbound calling 
  • Local or remote agents 
  • Skills-based routing 
  • Supervisors 
  • Reporting (real-time and historical) 
  • Call recording 
  • Database directed routing 

 

Contact Center Select (ACCS)

Contact Center Select is derived from Avaya Aura® Contact Center and supports a subset of its APIs, namely Web Communications Web services, Email Open Interfaces, Real-time Data API, Real-time Statistics Multicast API and Host Data Exchange API

  • Key for the business, feature rich
  • 30 to 250 agents 
  • Blended multichannel: voice, email, web chat, text, fax 
  • G-14 languages 
  • Preview, progressive outbound calling 
  • Local or remote agents 
  • Skills-based routing 
  • Supervisors 
  • Reporting (real-time and historical) 
  • Call recording 
  • Database directed routing 

 

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Learn More

To learn more about solutions to help make your entire contact center more effective, click here or contact an Avatel Contact Center Specialist at 866.835.2661.

 

Mobility Portfolio

Today's mobility tools available from Avatel will help your employees stay in touch and make decisions from anywhere, at any time, through any phone or computer device. Avatel offers Avaya’s mobility portfolio that has broad ranging access to a wide selection of devices that deliver rich communications and collaboration capabilities that drive enterprise performance

A key part of our solution is Avaya's one-X Mobile portfolio. Avaya one-X® software extends your mobile enterprise strategy across a wide range of desktops, laptops and mobile devices. The extensive breadth of Avaya’s one-X portfolio is a key reason Avaya has been recognized as the global market leader in advanced enterprise mobility solutions.

 

With our mobility solution, your enterprise benefits from centralized management and deployment while maximizing choices in client devices, operating systems and network access. Your employees get a consistent, comprehensive, collaborative experience, extending the power of Avaya Aura® Unified Communications (UC). Choices in Unified Communications clients are the key to your enterprise mobile strategy.

Avaya one-X is a family of communications applications and collaboration tools designed for end users. It supports Unified Communications across a wide range of platforms, including desktop and laptop computers, mobile devices, and dedicated IP desk phones. Avaya one-X Products allow business users to work from any location using a variety of public and private networks.


Avaya one-X® Communicator

Turn your desktop or laptop into a complete communications center for voice, video, conferencing, IM, etc. Connect a USB headset, Bluetooth headset, speakers, mobile phone or any standard desktop phone. Avaya one-X® Communicator is ideal for users who communicate frequently, manage multiple calls, set up ad-hoc conferencing, and need to be highly reachable.

The solution provides users with anytime; anywhere access to unified communications capabilities including voice calling, audio conferencing, corporate directories, and communication logs. When one-X Communicator is integrated with Avaya one-X® Client Enablement Services, users have access to a broader range of unified communications capabilities including visual voice mail, conference bridge control, and synchronized call logs and contacts

Integrate with Microsoft Office Communicator and other productivity tools. Support for H.323 and SIP endpoints. On Microsoft ® Windows platforms, one-X Communicator provides additional capabilities including intelligent presence, instant messaging, high-definition point-to-point video calling, and video conferencing.


Avaya one-X® Portal

To get web-based access to unified communications, you just log on. No client software needed. The One-X Portal provides a simple, consistent interface to critical applications, giving user’s control of telephony, conferencing, messaging, presence, visual voice mail, corporate directories and more. It complements the office desk phone and supports mobile and remote workers from any location.

Powerful central control, administration and access to your Enterprise Authentication systems ensure that all of the powerful user functions can integrate seamlessly into your Enterprise. Avaya one-X Portal is implemented and managed centrally, eliminating the need to install software on end-user devices. Since one-X Portal can be used from any Internet connection, it can play an important role in business continuity planning.  


Avaya one-X® Mobile

Go mobile and take your Unified Communications—and user profile—along with you. Regardless of what device you are using, callers see one number when you call and use one. Easy to use graphical user interface for quick access to telephony and Unified Communications features. It has one business number access for improved customer service and productivity and faster decision making. Location transparency means calls from an employee's mobile number appear to come from their business number. The Visual voicemail allows users to choose which calls to listen to and return, minimizing use of mobile minutes. International mobile call avoidance routes outgoing calls through the Communication Manager server to reduce mobile calling charges.

Whether traveling, teleworking from a partner's office, or roaming the main campus for meetings, Avaya one-X® Mobile lets a user quickly connect to the right people, at the right time. Users can access enterprise communications from a wide selection of mobile devices, including high-end smart phones and tablets

Avaya one-X Mobile gives users single number/single identity for both inbound and outbound calls, even when using personal devices. Avaya also offers the Avaya one-X® Mobile Lite client, which delivers the Avaya Extension to Cellular feature set through a graphical interface without requiring the deployment of a client server


Avaya one-X® Speech

Avaya one-X Speech lets your mobile, remote, and office workers access critical communications tools and information over any telephone, 24 hours a day. One-X® speech is a hands free companion application to your visual UC solutions. It provides a much safer alternative to using a PDA while driving to make an important call, send a time sensitive email, or to find your next appointment.

Designed to recognize and carry out spoken commands, it provides voice-activated access from any phone to email, voicemail, calendar, personal and enterprise directories, calling, and conferencing. Users can set personal contact rules, allowing them to work even more efficiently.

Avaya one-X Speech is a personal assistant that can empower you to access and to use your core-communication tools from any phone, no matter where you are, physically or geographically. It means that you can stay in touch, be responsive, and make use of unproductive time.


Avaya – Market Leader in Advanced Mobility Solutions

 

Frost & Sullivan cited Avaya as one of the

pioneers and leaders in fixed mobile convergence

and was recognized as Global Market Leader

in Advanced Enterprise Mobility Solutions.



With Avaya mobility solutions in place, important messages and information will always reach you via IM, email, conferencing, voice and click-to-call. Whatever the time or place, you'll stay connected and productive with the same user interface across all devices— and offer your customers the same simplified way to reach you.


                                      Any Device You Choose:

 

1) Save time with the same experience on all devices.
2) Choose smartphone, tablet, Mac or PC.
3) work smarter with the right device for the task.

 

 

                                      Enterprise Wide Presence:

 

1) See availability of all contacts at a glance.
2) Choose and use preferred method of communication.
3) Spend less time tracking down co-workers and more time collaborating.

 

 

                                      Unified Features Across Devices:

 

1) Common user experience across clients, including call logs and contact lists.
2) Consistency with office phone, PC, Android, iPhones, Blackberrys and more.
3) Presence federation with popular environments such as Microsoft.

 

 

Contact the Avatel Mobility Solution Team

For more information on how Avatel can connect your enterprise using mobility solutions, contact our Mobility Solutions team at 866.835.2661.

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