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Contact Center Express Desktop

Agent

Supervisor

Wallboard

MS CRM Connector

Developer

Application Management Service

Configuration Server

Contact Database

Interaction Data Service

IVR Server

Call Routing Server

XML Server

License Director

Rules Plug-in

Rules Wizard

SQL Plug-in

SOAP Plug-in

Script Plug-in

Phonebook Plug-in

Microsoft VBA

What is Avaya Contact Center Express?

Contact Center Express is a suite of Windows-based applications and tools that provide complete CTI solutions for Definity/MultiVantage/Avaya CM servers.

Contact Center Express caters for new, emerging call centers as well as existing call centers that want to optimize productivity and customer satisfaction by integrating CTI with existing database, customer management or agent-related applications.

The suite also caters for organizations wanting to extend their CTI capabilities to administrative work groups as well as companies looking to develop their own business-specific softphones.

Contact Center Express products fall into three major categories:

Desktop

• Agent An agent-specific call centre application.

• Wallboard A scroll-bar of real-time statistical information.

• Supervisor An application for contact center supervisors.

• Contact Center Express Desktop An application that delivers multimedia work items to agents.

Developer

• Developer A CTI development toolkit of ActiveX Component Object Model objects.

Server

• License Director A central repository for all Contact Center Express run-time licenses.

• Application Management Service A service that manages and monitors Contact Center Express applications.

• Configuration Server A central repository for all configuration data belonging to Contact Center Express applications.

• IVR Server A programming conduit that sits between an IVR and the client application.

• Interaction Data Server An application that gathers detailed statistical call information.

• Call Routing Server An application that enables intelligent call routing for inbound calls.

• XML Server An XML interface to DefinityMultiVantage/Avaya CM servers.

• Multimedia A suite of applications that use the phantom call capabilities of your switch to deliver non-voice work items to agents.

• Contact Database A SQL or MSDE-based facility that stores and maintains telephone directory data.

• SQL Plug-in A plug-in that integrates Contact Center Express server applications with SQL Server databases.

• Rules Plug-in A plug-in that gives Contact Center Express applications rules functionality.

• Rules Wizard A user interface for the Agent Rules Plug-in.

• SOAP Plug-in A plug-in that gives Contact Center Express applications access to SOAP services on the internet.

• Script Host Plug-in A plug-in that integrates Contact Center Express applications with other scripting engines.

• Phonebook Plug-in A plug-in that integrates Contact Center Express applications with the Contact Database.

• MS CRM Connector A plug-in that gives Microsoft's CRM application telephony functionality.