Avaya™ Call
Center (formerly called the DEFINITY® Call Center)
provides a fully integrated telecommunications platform
that supports a powerful assortment of features, capabilities,
and applications designed to meet all of your customers’ call
center needs.
Avaya Call Center, part of the Avaya MultiVantage™ Call Center solution
family, provides a robust solution for Avaya customers’ sales and service
needs. Customers
can select from a powerful assortment of features,
capabilities, and applications specially designed to
enhance call center operations.
New in this release, Avaya Call Center adds increased capacity to handle agents
with multiple assigned skills—up to 3,000 agents with 20 assigned skills
each, or six times previous capacity. Increased trunk and trunk group capacities
allow contact center installations to handle larger call volumes, consolidate
resources, and increase connectivity options. A higher number of available announcements
provide more flexibility in creating and managing vectors. The number of Avaya
Best Service Routing (BSR) application plans has been doubled to 511 plans in
this release, giving customers more flexibility for setting BSR configurations
and providing enhanced options for balancing loads across multiple sites. BSR
signaling—using QSIG Temporary Signaling Connection—helps eliminate
the need for costly processor boards and preserves bearer channel bandwidth.
Expanded seven-digit dial plans provide greater flexibility for large contact
centers; more extension numbers and support for numbering plan consistency across
the enterprise.
The Avaya Call Center is built upon proven and innovative automatic call distribution
(ACD) technology that offers a suite of call routing capabilities designed to
help a company’s agents handle calls more effectively and to boost their
call center’s overall level of productivity. Customers can choose whether
calls will go to the least busy agent, the first available agent, or the agent
with the skills needed by a particular customer.
The Avaya Call Center supports up to 5,200 agents and provides a powerful array
of features customers can tailor to their individual needs. For multiple call
center locations, Avaya™ Virtual Routing helps customers balance call loads
across their locations, by analyzing demand and directing each call to the location
best able to handle it—for example, based on call volume, waiting time
in queue, or the time of day. By creating this “virtual” call center
environment, customers can help their agents or call centers share the workload
during their busiest times or, if they have centers in different time zones or
countries, effectively extend their operating hours. And because the routing
is transparent to callers, all they’ll know is that their calls are being
handled promptly.
Avaya Call Center call vectoring enhances ACD operation by letting customers
fine-tune their call routing to balance call loads, and improve customer service.
It allows customers to dynamically adjust how calls are routed to each split
or the entire call center, based on parameters such as the time of day, day of
the week, number of agents, number of waiting calls, time in queue, or speed
of answer. In addition, call vectoring supports a wide range of options that
use information about their callers such as Automatic Number Identification (ANI)
and Dialed Number Identification Service (DNIS)—supplied by intelligent
network services or by the callers themselves—to route calls to the most
appropriate destination.
Avaya Call Center is fully integrated with the Avaya INTUITY™ AUDIX® voice
messaging system and the Avaya™ Interactive Voice Response system, as well
as the entire suite of Avaya Customer Relationship Management products. |
