Avaya Aura Contact Center Communications Control Toolkit Contact Center

Connect with your customers on their terms. Manage all of your contacts - for email, chat, SMS, IM, and social media - the same way you manage your inbound and outbound voice interactions. Leverage this complete, multichannel contact center solution to match callers with the most appropriate resource every time they contact you. Give your agents the context, both real-time and historical, to deliver a differentiated customer experience. Reduce your expenses by using lower-cost channels. And consistently deliver a unified, efficient, and highly personalized experience that builds your brand and customer loyalty.

Configure an agent's desktop to manage up to six different interaction types simultaneously using a single desktop interface. An agent can accept an email or SMS interaction, for example, while working on a web chat interaction. The agent desktop provides your agents with the pertinent customer data and historical interaction data across all of the supported channels. So your agents will have what they need at their fingertips to provide your customers with the best possible experience.

Managing the performance of your contact center just got easier. Use the on-board reporting module that includes more than 120 predefined real-time and historical reports, as well as a Report Creation Wizard for creating customised reports. Manage agent performance and monitor statistics that are important to maintaining service levels. Your supervisors and managers will have quick access to real-time performance information so they can adapt immediately to situations, helping to ensure an optimized customer experience.

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Product Features