Avaya Aura Contact Centre

Outstanding customer contact solution uniting voice, email, IM, webchat, fax, SMS and more.

Avaya Aura Contact Centre is a sophisticated software package which unifies customer communications and utilises both historic and real time data to create a powerful, context-sensitive, management tool.

It enables superior quality, proactive, and more efficient and productive interaction which enhances the customer experience whilst concurrently  optimising agent deployment and maximising revenue opportunities.

Customer enjoy greater choice of communication with AACC intelligently routing up to six multimedia contacts simultaneously. This allows seamless integration of voice, SMS text, instant messaging, e-mail, fax, scanned documents and web chat communications with the built-in Avaya Aura Agent Desktop ensuring contact is swiftly and appropriately managed.

Management reporting is similarly unified and time-saving with a choice of graphical interfaces delivering at-a-glance analysis of key performance indicators, contact summaries and reports. Incorporation of the Avaya Aura Workforce Optimisation also puts a range of analytical and optimisation applications to hand so managers can make informed decisions about agents and processes.

By supporting and integrating the customer’s chosen means of communication and providing all important context to every interaction, Avaya Aura Contact Center let’s you deliver a superior experience - and superior service.

Depending upon the platform AACC can support up to 5,000 voice agents or 3,000 multimedia agents (including voice) and offers impressive features and benefits including:

• Incorporates Avaya Aura Agent Desktop for simultaneous handling of multiple contacts
• Supports and integrates multi-channel communication
• Delivers context  – historical and real time data give agents the bigger picture
• Supports flexible, home and teleworking
• Enables intelligent outbound dialling and campaign management
• Incorporates Avaya Aura Workforce Optimisation suite
• Offers unified reporting for easier and enhanced management and administration
• Enables assisted and automated resolutions
• Supports SIP, SOA and Web services
• Provides future-proofing migration paths