Avaya Aura Call Center Elite
Partners—Avaya Aura Call Center Elite

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. Having a customer centric culture means a big focus on providing consistently strong customer service.

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, establish performance benchmarks, and plan marketing and customer—service campaigns that align with your business goals. Provide customers with a seamless experience across channels with Avaya Aura Call Center Elite. Among consumers, 68% say they expect the information they give an organization in one place to be available in another.

Avaya Aura Call Center Elite

The average business today uses up to six different cloud solutions in order to meet an ever-growing list of needs. The rise of digital transformation (and the level of quality, agility and speed consumers expect as a result) has placed more demand on the enterprise than one cloud solution can deliver—until now. Avaya’s approach to cloud is simple: have the cloud your way. Avaya’s cloud solutions are built on a fully open architecture that supports true compatibility and limitless interoperability—with a clear focus on the reliability and security you need. Take a tactical approach to reducing costs and freeing up in-house resources. Move to the Cloud or to Cloud—based managed services. Use the time saved on in—house management of unified communications, contact center, video, and hosted applications to re-focus on your core business.

Exercise your options for the level of support you need. You can start with the most basic, standard managed services, such as Release Management, Managed Assist, or Managed Operate. Or choose a fully as—a—service cloud—based solution that can be customized to support your multi—vendor environment. Or try something in between. We support your path, pace, and choices for communications support and management. Increase efficiency, flexibility, and performance with service solutions that keep your business going and growing. You’ll be able to lower your TCO, optimize your communications performance, leverage your in—house resources more efficiently, and lay the groundwork for future technology-based capabilities. You can also capture the value of a globally consistent, IT Infrastructure Library® (ITIL)-aligned communications environment designed to fit your organization’s needs.

Manage your contact center operations using Information Technology Infrastructure Library (ITIL) aligned processes. Unlike conventional business process outsourcing arrangements, Avaya Contact Center Managed Services allow flexibility in the focus and responsibilities of each party involved. Align the right applications and management support assistance to augment your internal capabilities and to use your resources more effectively.

We provide the knowledge and experience you need to make the most of your critical contact center technologies. These include IVR, voice, computer telephony integration, call recording, and advanced call routing. Accelerate the business benefits of technology by easing adoption of new solutions with Contact Center Managed Services. Built on the principles of co—management and out—tasking, Avaya Contact Center Managed Services offer a happy medium between complete outsourcing and self—management strategies. Contract out only selected services, instead of whole business processes.

A solution sized to your specifications—this customized, packaged, private—cloud solution is flexibly configured and fast to implement. You focus on the business aspects of your communications applications while we take care of the underlying technology. Your employees get the data they need, and you maintain optimum control and a better understanding of your environment. Monitoring delivers increased value now and in the future—enable proactive, predictive, and preventative support of your networks and applications with the innovative Avaya Management platform.

Gain full visibility into what’s happening in your environment, giving you stronger control to meet your current needs and historical information to plan for your future. Pay only for what you need—whether your plans include optimizing your current communications applications or transitioning to new technology, there’s a pricing model that fits your business. Pricing is on a utility model basis—for example, per user/per month—and often can include no upfront payments or capital expenditure purchases. Private cloud or dedicated hosted options have a pay—as—you—go model.

Manage your communications infrastructure with a comprehensive set of globally aligned services. We offer support for all your unified communications needs—from simple out—tasking to full outsourcing. Take advantage of the flexibility to use and add enterprise communications support elements as you need them. Our internationally recognized operations services are based and aligned with the Information Technology Infrastructure Library (ITIL). They are packaged in service sets, so you can start with a baseline level and then add extra elements at your own pace and only as required.

Choose from extensive, flexible, agile options for managed services. With Avaya Unified Communications Managed Services, you define and control the scope of responsibility for your internal and external team members—unlike conventional business process outsourcing. Optimize your communication applications suite based on your business objectives: reducing costs, improving cash flow management, or increasing revenue. These managed solutions scale up or down as your business expands or contracts, and provide predictable pricing and service.

Lay the foundation for powerful, scalable, and Interoperable multi—party video collaboration. Go with proven expertise: Avaya was named a major player in IDC MarketScape for worldwide enterprise video conferencing equipment. Build on your existing video deployment with HD video conferencing. Avaya Scopia video conferencing Infrastructure provides scalable, cost—effective, and unparalleled interoperability with other standards—based video endpoints. Experience advanced room systems and distributed desktop and mobile endpoints.

Invite anyone, anywhere, on any network, to participate in a video call. Customize your always available virtual conference rooms. Support scheduled and ad—hoc conferencing from video conference room systems, desktops, and mobile apps. Gain the largest video capacity (80 HD ports) in a single 1U system with hybrid hardware and software architecture, including powerful video acceleration. Connect to any standards—based video conferencing system and leading unified communications client.