Introduction:
Avaya Home Agent lets contact center agents
work where they want—their home, remote office, or anywhere there's
an Internet connection. Businesses can offer more
flexible work arrangements, lowering turn-over and
attracting staff from an expanded pool of qualified
resources not limited by geography.
Overview:
The Avaya Home Agent solution offers end-to-end
capabilities and options based on your specific business
needs. Home agents appear transparently to reporting
software, wallboards, workforce management softwares, and other
agent performance solutions.
The Home Agent solution consists of the IP Agent softphone at
the agent desktop. IP Agent is driven by Avaya Call Center software
running on Avaya Communication Manager. Optionally, Avaya SIP
Enablement Services provides integrated instant
messaging,enabling home agents to readily access experts
across the enterprise. IP Agent– IP Agent is a PC-based softphone
application for improving agent productivity in call centers,
remote offices, and work-at-home agents. It is the only agent
desktop application capable of providing multiple connection modes
from the same application. IP Agent supports three connection modes: VoIP, dual connect (separate paths for voice and data), or Shared Control (use of IP Agent softphone with the agent's
Avaya desk phone).
In addition, IP Agent integrates and interoperates with other
applications and devices to drive productivity improvements. It
incorporates enterprise instant messaging (IM), which serves as the
first step towards SIP and Presence in the call center. Other
capabilities include a screen pop with
customer-contextual data and
interoperability, and click-to-dial within Microsoft
Internet Explorer and Outlook. SIP Enablement Services– Optionally, Avaya SIP
Enablement Services can be included to provide the fundamental
services required to establish a SIP communications network within
the enterprise. Avaya SIP Enablement Services supports
SIP-based Presence and Instant Messaging with Avaya IP Softphone,
Avaya IP Agent, Avaya one-X™ Desktop, and Avaya one-X™
Deskphones. Avaya Call Center- 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 and resource
selection capabilities designed to help agents handle calls more
effectively and boost the overall level of the call center's
productivity. Avaya Home Agent is supported by Avaya Call
Center.
Business Benefits• Industry average realizable savings of up to $10
(U.S.) per home agent per hour • Help ensure business continuity – It is impossible
to measure the price of not being able to service your customers
anywhere, anytime. • More easily offer 24 x 7 customer
service • Grow your businesses without expanding physical
facilities. • Reduce real estate costs.
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