Avaya Call Center Elite

Avaya Call Center simplifies customer management, contact center administration, results tracking, and agent training. It offers conditional (if/then) call routing that makes use of context-based inputs, coupled with versatile resource selection capabilities. One of the most popular features is the ability to choose whether inbound calls will go to the least busy agent, the first available agent, or the agent with the skills needed by a particular customer. In addition, virtual routing capabilities offer multi-location enterprises the ability to maximize resource utilization across all sites.

Each customer interaction can be more effective by leveraging all customer knowledge across the enterprise and enabling business-defined routing strategies. It is also highly versatile, spanning all communication infrastructures; traditional circuit switched and IP. Recent improvements have increased the capabilities and capacity as well.

Avaya Call Center Elite is the most popular package features Avaya Expert Agent Selection (skills-based routing) and the full complement of advanced Call Vectoring (conditional routing) capabilities. The Elite package now includes Basic Call Management System (BCMS) for reporting outputs and Network Call Redirection, which provides the ability to transfer a call from an Avaya server to another network user in the public network, thereby releasing the trunks for reuse by another call.

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