"A smooth implementation, followed by regular discussions with the CCT team, has ensured the transition has been a success."

Customer Services Director, Neopost

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Contact Centre Suite

Global Contact Centre Market Leader

Today’s contact centres operate in a consumer-driven, internet-enabled world that has moved customer communications beyond “taking calls.” Customers want to reach organisations via email, instant messaging (or IM), text and more.

Avaya’s contact centre applications and systems help make contact centres more effective. The portfolio includes intelligent multi-media routing, self-service and proactive (outbound) contact applications that drive effective communications and transactions with customers.

In addition, Avaya’s analytics and reporting platforms, Avaya Call Management System and Avaya IQ, provide call centres with detailed customer information that can help improve profitability and customer retention.

Avaya Contact Centre Solutions

Avaya Call Center

The Avaya Call Center suite of call routing software is an Automatic Call Distribution application that maximizes routing and resource selection, allowing agents to handle calls more effectively and improving overall productivity. It offers conditional (if/then) call routing, using context-based inputs and versatile selection capabilities.

Managers can choose whether inbound calls connect with the least busy agent, the first available agent, or the one with skills that best match the customer’s needs. Virtual call routing allows businesses with multiple sites to maximize resource utilisation across all locations.

Avaya Business Advocate

Business Advocate manages all voice, email and Web chat interactions via a single universal queue, intelligently routing customers in real time to the best agent for their needs.

Avaya one-X Agent (Home Agent)

Avaya one-X Agent gives contact centre agents the desktop software they need to be more productive, whether they're working in a headquarters location, in a branch office or home office.

One-touch access to functions such as conference, transfer, and supervisor assist enables agents to effectively manage both communications and agent tasks, making them more responsive and collaborative regardless of where they are working.

Avaya Multi-Channel Contact Solutions

Delivering consistent, personalised service across multiple contact channels allows your contact centre to build customer loyalty and identify more cross-selling and up-selling opportunities.

Avaya offers two core solutions for multi-channel customer contact, one for larger enterprises and one for mid-sized businesses.

Avaya Interaction Center

The Avaya Interaction Center software suite provides enterprise-class control of contact centre communications across multiple channels: voice, video, email, Web chat, and IP telephony.

Avaya Contact Center Express

With the Contact Center Express suite, mid-size businesses can interact with their customers using phone, email, text, instant messaging or SMS. Contact Center Express integrates with Avaya Communication Manager and Avaya Call Center solutions, allowing businesses to leverage their existing investments.

Avaya Self Service Solutions

Avaya Self Service solutions allow contact centres to automate services and transactions that formerly required live agent assistance.

That can help businesses lower service costs while delivering superior customer service. Based on the latest technologies like VoiceXML and Web services, the solution can free agents from routine transactions like product support questions, password reset requests and account balance inquiries.

Avaya Voice Portal

Voice and video self-service lets you differentiate your business by providing a superior customer experience. It allows customers to get simple requests taken care of quickly, and it frees up contact-center agents to handle more complex issues.

Avaya Interactive Response

Interactive Response allows businesses to automate telephone transactions, delivering enhanced service at lower costs. This interactive voice response system can answer incoming calls, ask questions, and provide information using both synthesized and pre-recorded speech; and it takes input via spoken word, touch tones, dial pulse, or TDD (Telecommunications Device for the Deaf).

Avaya Proactive Contact

Proactive Contact software gives contact centres the capabilities they need to preview, initiate and track outbound communications. It offers superior predictive dialing and voice-detection capabilities that drive significant savings by optimizing calls to desired service levels and reducing agent idle time.

Call Centre MI/Reporting

Companies who use Avaya contact centres have long depended upon Call Management System (CMS) as an essential tool in managing their centres. Avaya IQ builds upon CMS to deliver exciting new capabilities.

Avaya IQ

The IQ contact centre reporting and analytics platform consolidates real-time data from Avaya customer-service solutions and enterprise business resources, to deliver insights into both customer and agent activity. It provides highly customisable reports, including dashboards that support cross-tab, drill down, and roll up for easy analytics.

Avaya Operational Analyst

The Operational Analyst software environment allows multi-channel contact centers to analyse performance data—both real-time and historical information—across multiple sites and vendor platforms.

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