Avaya™ Call
Management System (CMS) provides the information and
management tools customers need to monitor
and analyze the performance of their contact center operations,
showing where improvements are needed and where to take
fast effective action. Working in conjunction with Avaya
CMS, the Avaya™ Call Management System (CMS) Supervisor
client provides comprehensive administration and reporting
capabilities using a familiar Microsoft Windows
interface.
Avaya CMS is a database, administration, and reporting application designed for
enterprises that receive a large volume of telephone calls and have complex contact
center operations. Avaya CMS provides an administrative interface to the automatic
call distribution (ACD) feature of the DEFINITY® Enterprise Communications
Server (ECS), enabling contact center managers to generate reports, administer
ACD parameters, and monitor call activities to determine the most efficient service
possible for their customers
With Avaya CMS, customers can view live, real-time information—and see
the immediate results of their adjustments. They can also use historical reports
to analyze trends, establish performance benchmarks, and plan new marketing or
customer service campaigns. Supervisors have access to real-time and historical
reports to help them effectively manage the performance of their personnel. A
powerful custom report package lets customers modify real-time and historical
reports or create reports that fit their unique requirements. Extensive reporting
of exceptions allows managers to quickly identify areas requiring immediate attention. |
