The most widely Used contact center solution in the world. Intelligent, personalized contact routing makes the perfect match between your agents and customers. Deliver a unified and highly personalized customer experience that builds your brand and fosters long-term loyalty. Avaya Aura Call Center Elite helps to ensure the right resources are readily available to your customers. Securely capture, analyze, and store customer interactions to identify service excellence and areas of improvement, all while adhering to PCI compliance and regulatory requirements. Enable your business to handle all types of customer interactions more efficiently. With intelligent routing and resource selection features, you can determine if customers should be served by the least busy agent, the first available agent, or the agent with skills that best match your customer’s needs. Analyze historical data to forecast your future transaction volume and handle times.
With Avaya Aura Call Center Elite a single pool of agents, regardless of location, you are equipped to deliver the right customer experience every time. Improve your agents’ performance with automated coaching, e-learning, and scoreboard assessments to transfer knowledge and best practices. Add lower cost customer service channels. Reduce call volume and improve contact center efficiency by moving interactions to lower cost channels. Such as email, chat, SMS, and social media. Automatically align resources to better serve customers. Instead of relying on traditional priority queuing, the Business Advocate capability enables you to serve your most valuable customers as a priority while maintaining service levels across all of your customer segments. Avaya Aura Call Center Elite adapts resources automatically by actively monitoring information and making rapid decisions to match the right agents to your different customer segments.
Serve Customers Through Their Preferred Channels
Expanding customer service channels beyond voice to include email, web chat, SMS/text, and social media can improve contact center efficiency and set your experience apart from the competition. Manage all channels as you would with a voice interaction and through a single agent desktop interface. It’s simple to add new customer service channels while maintaining your investments in Avaya technology. With Avaya Aura Call Center Elite provide your agents with important contextual customer details and data. And eliminate time-consuming look-up, helping to ensure the best possible customer experience. Agents can use integrated IM/presence capabilities to connect with experts so the customer’s inquiry is resolved the first time. Now you can personalize your customers’ experiences by sharing details like customer history and screen pop data across contact channels.
Avaya Aura Call Center Elite
Agents can work in the office or from a home office using the same agent desktop interface. With a home agent program, you can select the right agents from a larger talent pool. Analyze historical and real-time reporting data to improve and maximize customer experiences, quickly adapting your contact center to respond dynamically to business and customer needs. Manage contact center performance in real-time. Understand and adapt your customer service operations to help ensure an optimal customer experience. Historical and real-time reporting from Avaya Aura Call Center Elite helps managers, supervisors, and agents to better understand how customers are being served. Your customer service organization can analyze customer trends. And establish performance benchmarks and plan marketing and customer service campaigns that align with your business goals.
Avaya Aura Call Center Elite