Avaya Aura Contact Center delivers capabilities that help enterprises and organizations improve customer satisfaction, increase revenues and profitability, enhance agent and supervisor productivity while reducing CAPEX (capital expenses) and OPEX (operational expense) costs. Avaya Aura Contact Center addresses the needs of many stakeholders including the line-of-business manager, contact center manager, IS/IT manager and agents.
Following are some of the key capabilities:
- Unified agent desktop: Avaya Aura Agent Desktop allows agents to simultaneously handle multiple contacts of various media types
- Unified agent desktop: The ability to offer flexible, at-home teleworking arrangements; allows contact center managers to hire the best agents, motivate them, improve performance and reduce agent turnover
- Proactive interaction: Outbound dialing enables enterprises and organizations to utilize their agents for revenue generating activities
- Out-of-the-Box Screen Pops: Avaya Aura Contact Center offers integration with many popular CRM solutions including Salesforce.com
- Unified Reporting: On-board reporting with standard or customized, tabular and graphical, historical and real time displays with dynamic filtering provide easy-to-read information on Key Performance Indicators (KPIs), contact summaries and consolidated reports
- Simplified administration: Common, web-based administration for contact center supervisors and managers reduces configuration complexity, eliminates duplication, and reduces errors while lowering implementation time and cost
- Open standards based solution
- Virtual contact center that scales
- Enhanced security and authentication
- Reliability
- Virtualization
- Social media integration
