Avaya Aura Contact Centre
Next Generation Context Centre
To differentiate your business in the busy, modern world of increased competition, changing demographics, changes in the way people communicate and ever more demanding customers, you need to offer a distinctive customer experience.
The contact centre plays a key role in the delivery of this and the infrastructure upon which your contact centre is based needs to be flexible enough to manage the customer experience by context and offer personalised care to everyone.
Avaya Aura Contact Centre 6.0 (Avaya Aura CC 6.0) is a next-generation software solution that has been designed to help enterprises and organisations leverage real-time and historical information to deliver context-sensitive, collaborative voice and enhanced multimedia interaction.
Avaya Aura CC 6.0 includes many new and enhanced capabilities developed to improve customer satisfaction, increase revenues and profitability, enhance agent and supervisor productivity while reducing CAPEX and OPEX costs.
Watch a Two Minute Demo on How an Agent can Manage Email in AACC
Watch a Two Minute Demo on How to Manage Multiple Contacts
See Avaya Aura Contact Centre In Action
Key features and enhancements
Unified Agent Desktop
Further enhance the customer experience via an out-of-the-box Agent Desktop that will improve agent productivity by allowing agents to work on concurrent, multiple multi-media work items. Agents can maximise effectiveness by capitalising on customer response delays and drops in call volumes.
Context Sensitive Instant Messaging
Route IM directly to agents just like any other type of interaction. The agent interface will highlight keywords or phrases and identify any related experts within the business. Agents can then contact the relevant expert, via one simple click, and relay questions immediately, improving first call resolution and further enhancing the customer experience.
Improved Email Handling
Responses to emails can be created from HTML or text templates, prepared responses can be automatically suggested for use by the agent and email history can be traced back via an email trail. Full style editing including fonts, 216 colors, bulleted and number lists, images and hyperlinks has also been introduced.
Social Media Integration
Scan and process events from social media using your existing contact centre infrastructure. Facebook and Twitter entries can be analyse and those that require customer service agent or expert responses can be routed just like any other interaction.
Out-of-the-Box Screen Pop
System screen pops can be created through a simple XML configuration file or more sophisticated integrations to backend databases can be developed via additional services.
Simplified Administration
Centralised administration is now accessible via the web based Contact Centre Management Association portal, creating one single point of configuration for agent data. Significant GUI enhancements for agent and skillset management have also been made.
Customisable Real-time Reporting
Supervisor efficiency has received attention in Avaya CC 6.0. Real time displays with dynamic filtering mean supervisors will be able to spend more time analysing than trying to create bespoke reports. Reports can be customised by the supervisors, but standard templates are also included. Tabular and Graphical representations give a better understanding of activity in skillset queues in real time and appropriate actions can be taken immediately.
Enhanced Historical Report Packages
Avaya Aura CC 6.0 includes 121 standard graphical and tabular templates, stored in a single, centralised location. Scheduling can be configured by the user for a variety of intervals including every 20 mins, daily, weekly etc. Reports can be shared via supervisors and the Report Creation Wizard enables customisation and data combinations.
Watch a Two Minute Demo on How an Agent can Manage Email in AACC
Watch a Two Minute Demo on How to Manage Multiple Contacts
See Avaya Aura Contact Centre In Action