Avaya Contact Center Express

 

Avaya enables intelligent communications with Computer Telephony Integration (CTI) and Multi-channel solutions that are flexible and robust enough to respond to your ever-changing environment. Now, with innovative contact center, new VoIP agent and office telephony solutions, you can face the future armed with CTI and multi-channel applications that will help you improve efficiency, retain and attract customers, and make the most of existing resources.

Avaya Contact Center Express provides cost-effective, easy-to-implement multi-channel (voice, email, web chat and MSN, AOL and SMS messaging) contact center solutions specifically designed for ease of deployment. It consists of easy to use applications and a framework of server components that can be used to CTI-enable existing solutions, or build new, high quality applications. Contact Center Express leverages existing investments because it was designed to further enhance Avaya contact centers by integrating the powerful resi­dent capabilities of Avaya Communication Manager and Call Center solutions with customer data, applications, and processes. It is easy to implement and simple to use and maintain. In fact, new Agent Rules and Routing Rules wizards can eliminate software development for system integration in many applications.

Part of the Contact Management portfolio in the Avaya Customer Interaction Suite, Contact Center Express provides a solution for many of the enhanced requirements in today’s contact centers that have traditionally been considered expensive and time consuming to implement. This multi-channel contact center solution can be implemented in days, at a price that even the most budget conscious of managers can approve.

Leading Edge Capabilities

Contact Center Express provides robust multi-channel routing capabilities for today’s contact centers. It manages the collection, queuing and delivery of voice and non-voice work items such as e-mail and chat sessions to an appropriately skilled agent. Contact Center Express utilizes the powerful routing algorithms resident in Avaya Communication Manager to determine the right resource for the right contact.

Empower your agents through an integrated solution that delivers unmatched service and increased produc­tivity and flexibility:

·      Contact Center Express Desktop uses plug-in architecture to give agents everything they need in one screen. They can reply to work items from customers who make contact via web chat, MSN Messenger, AOL Instant Messenger, simple message service (SMS), email or telephone. Without leaving their screen agents can search a directory for a phone number or email address, record customer notes, insert auto text, spell check their work or print work items. Contact Center Express Desktop also distributes internally held customer records to agents, prompting them to initiate contact with customers.

·      Increase efficiency with Presence - The Presence window allows an agent to monitor the telephone activity of other call center agents or staff they work closely with. For example, at a glance they can tell whether a person is on the phone, logged in/out, available, or doing other work.

·      Expand agent knowledge with Agent History - Contact Center Express agent history displays a list of work items that you (or another agent you specify) have previously worked on. It gives you the ability to search for work items based on type (email, preview contact or simple messaging), age and state (suspended or closed).

·      Avaya Contact Center Express has been designed with Service Oriented Architecture (SOA) in mind. Contact Center Express uses and includes application design support for Web Services technologies such as SOAP/XML. Included is support for Web Services Description Language (WSDL) for interface definition and Simple Object Access Protocol (SOAP) over eXtensible Markup Language (XML) for Web Services integration.

·      Leverage the right resource at the right time with multi-channel routing for Voice, Email, Microsoft Messenger for instant messaging, SMS-text messaging and Web Chat that allows you to create true universal agents.

·      Solve costly proactive customer contact issues, from callbacks to targeted campaigns, using simple but effective outbound dialing with automated and agent initiated Preview Contact.

·      Powerful and flexible framework applications for the contact center including Intelligent Routing, Interaction Data, and Centralized Configuration. Contact Center Express provides a set of capabilities that help you to build a complete solution for your business.

·      Begin working with new technologies within days, not weeks with desktop applications for the contact center including robust Agent, Supervisor and Utility Applications

·      Designed to suit your needs with powerful application development tools for complete customization and integration capabilities, including a pre-built integration to Microsoft CRM.

·       Easy to use with simple and fast wizards for desktop screen pops and routing rules.

Unmatched Benefits For Your Enterprise

Contact Center Express provides functionality that can easily and quickly adapt to business dynamics without requiring a large budget and IT staff, and provides multi-channel and agent performance enhancement capabilities that translate into real results for your contact center:

·      Increase revenues through enhanced customer interaction, differentiated service, and satisfaction.

·      Improve communications by offering customers their preferred method of interaction, leading to customer loyalty and retention.

·      Improve customer service by allowing your customers to determine when to speak with an agent by using the new scheduled callback feature.

·      Enhance contact center efficiency by providing options for routine information requests, designating universal agents (working in all access methods) to maximize use of available agent workforce, and improved handling and tracking of online customer requests through contact center routing and management capabilities.

·      Improve agent utilization by allowing for use of remote agent resources leveraging the new VoIP capability

·      Increase investment utilization: Contact Center Express leverages existing Avaya Call Center implementations and infrastructures, increasing the value of legacy investments, and integrates seamlessly with Avaya based contact centers to take full advantage of advanced routing and reporting capabilities.

·      Dramatically reduce time and costs associated with implementation, integration, and technical support.

·      Smooth business operations in a dynamic environment: Since Contact Center Express is IP-enabled, it can be easily extended to remote agents, allowing businesses to scale their operations as conditions change, and implement and manage contact center applications centrally without a large IT staff.

Create highly functional solutions in less time with less effort

In response to the need to create highly functional solutions in less time with less effort, corporations are turning to packaged software. Unfortunately, more often than not stand-alone packages can’t provide the answer. Only when they include rich customization and automation features can packaged software applica­tions meet the specific needs of an organization and its customers. The imbedded Rules and Routing Wizards in Contact Center Express allow you to build your own simple routing and screen pops without the need for extensive development support. Avaya Professional Services provide a range of offerings to support your complex business processes and integrations.

Specifically designed for Avaya Communication Manager

Avaya Contact Center Express has been developed specifically for Avaya contact centers using Avaya Computer Telephony as the CTI server platform and Microsoft Windows as the client Operating System, including leveraging the next-generation functionality of the AE Services offer from Avaya.

With Contact Center Express, you can leverage and integrate existing legacy systems and databases, as well as utilize Avaya Call Management System (CMS) and Avaya Call Center capabilities (such as pending wait, reason codes, and agent state) to provide maximum effectiveness in the contact center. All of this allows you to deploy and grow your CTI and multi-channel solutions at your pace, and in a way that makes sense for your business.

Avaya Contact Center Express is designed to satisfy your business needs as your company grows over time, and is supported by the same Avaya processes and services customers enjoy with their existing Avaya Call Center platforms. It allows customers to implement broader multi-channel CTI solutions to better address the needs of contact centers.