Avaya Contact Centres computer telephony integration (CTI)

Avaya Contact Centre Express is designed specifically for the intelligent routing and computer telephony integration (CTI) needs of medium-sised contact centres. The contact centre express includes :

. Desktop applications, including agent applications, supervisor applications, and utility applications.

. Framework applications, including intelligent routing, interaction data, and centralised configuration.

. Multi-channel routing for voice, e-mail, and Web chat.

. Outbound dialing with automated and agent-initiated contact preview.

. Powerful application development tools for complete customization and integration.

. Simple and fast wizards for desktop screen pops and routing rules.

Avaya Contact Centres computer telephony integration (CTI)- UK and Ireland

Benefits . Leverages existing Avaya communications equipment and common industry standards to minimize incremental resource needs.

. Allows contact centres to maximise the value of every call by delivering consistent, personalised service and identifying cross-selling and up-selling opportunities.

. Allows agents to handle inbound and outbound contacts quickly and accurately.

. Enables supervisors to provide operational oversight of agents' performance.

. Enables comprehensive reporting and analytics with Call Management System, Call Management System Reports, Basic Call Management System Reports, and Interaction Data Server (IDS) Data Repository.

. Can be deployed in complex system integrations for universal queuing and intelligent routing across multiple sites.

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info@elementalcreative.co.uk for advertising opportunities