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[Overview][Description][Features][Technical][Resources]
 Contact Management Diagram
 
 
The Avaya Call Center is the foundation for a total customer service solution. Call Center is built upon proven and innovative automatic call distribution (ACD) technology. It offers a suite of call routing solutions designed to help agents handle calls more effectively and boost the overall level of the call center's productivity.

Call Center supports both public and private SIP networking , as well as  SIP agent telephones.  Avaya Call Center enables an end-to-end SIP architecture, bringing together gateways, self service, multi-site centers, and CTI applications, all at the service of the customer.

What's New With This Release

Call Center 5.0 builds upon traditional call center capabilities, adding support for new technologies that lower costs and move customers further along the path to Intelligent Communications. With Call Center 5.0, Avaya offers SIP end-to-end, enabling reduced network service costs, service delivery costs, and even lower endpoint costs with a new value-priced SIP agent telephone.  Call Center 5.0 combined with  the Avaya Voice Portal, G860 Media Gateway, Interaction Center, and the new SIP Agent telephone deliver more affordable call center solutions. 

The following enhancements are available when Call Center 5.0 is ordered on Communication Manager/SIP Enablement Services 5.0:

  • SIP for Agents
  • SIP endpoint monitor and control via CTI
  • SIP from Service Providers for multi-site call centers
  • SIP in the Enterprise for multi-site call centers
  • SIP for Interoperability (G860 and Avaya Voice Portal)
  • Support for Avaya IQ call center reporting
  • Support for the G450 gateway


Business Benefits

• Delivers more consistent, personalized customer service by matching agent skills with caller needs.
• Provides maximum flexibility in call routing decisions.
• Reduces costs while increasing efficiency and effectiveness by supporting agent specialization and consolidation.
• Supports branch office and distributed enterprise model for contact centers.
• Provides routing capabilities across locations to enhance survivability options.
link Complete description

FEATURES

• Call Vectoring
• Variables in Vectors and Conditionals
• Location Preference Distribution
• Locally Sourced Music and Announcements
• Advanced Segmentation
link Complete feature list

TECHNICAL

linkRequirements
linkInteroperability
linkReliability and Performance
linkComplete Technical
 

RESOURCES

Awards

arrow  The Banker: Financial Services Technology Award (325kb)

arrow  2007 Frost & Sullivan Award Inbound Routing North America (108kb)

linkComplete resources

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