Integrated Central Office Call Distribution - Network Routing

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What's New With This Release

Provides a network pre-route solution for customers who desire call-by-call routing from US service provider networks to their distributed call centers. It utilizes best in industry call processing capabilities of Communication Manager to integrate locations, ensuring effective load distribution of calls with the patented Avaya Virtual Routing algorithms.

It links together multiple contact centers to provide:

Greater operational effectiveness and contact center efficiency.
Better customer service and business continuity through effective distribution of contact loads.
Lower Total Cost of Ownership (TCO) than competitive solutions.

Avaya Network Routing extends the value of existing MultiVantage contact center investments to minimize ongoing costs and maximize ongoing revenue. It is currently available to help customers in the United Sates and Canada integrate their AT&T, MCI or Sprint networks with Avaya Media Servers running Communication Manager 1.3 or later releases.

Business Benefits

• - Reduces caller wait time.

• - Operates as one virtual Contact Center to gain efficiencies across multiple sites that you normally get only in single, centralized centers in the areas of customer service, staffing, and hours of operation.

• - Reduces abandoned calls at one center when another center has staff readily available to answer calls.

• - Minimizes operational risk by distributing critical Contact Center resources across multiple geographic locations.

• - Provides low-cost routing strategies for voice calls using IP Telephony capabilities and PSTN offered services.