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AVAYA CONTACT CENTER SELECT

Avaya Contact Center Select Simplicity without Compromise: A robust, multichannel contact center solution, fully integrated with the Avaya IP Office™ Platform Avaya Contact Center Select is a context-sensitive, collaborative, multichannel customer contact solution that allows businesses to anticipate, automate and accelerate customer interactions, improve customer experiences, increase customer lifetime value and revenue, while improving agent efficiency to reduce cost. Every Agent has inbound and outbound voice capabilities.

The blended multichannel capabilities of Avaya Contact Center Select intelligently route multichannel contacts (voice - inbound and outbound, email, web chat, SMS and fax) to the most appropriate resource. By creating a complete view of the customer and the context of their interaction, businesses and organizations can manage the customer experience in a way that consistently delivers a superior level of engagement. Avaya Contact Center Select allows users to automatically dial out to customers, combines historic and real-time contextual customer information to help improve the quality of interactions, optimizes agent utilization and productivity, and enhances supervisor performance to deliver superior customer experience and drive sustainable business growth.

Highlights

  • Supports skill-based routing, call treatments, reporting, unified agent management, and the graphical Avaya Aura® Orchestration Designer workflows and scripting utility.
  • Supports multichannel contact types, including voice, email, outbound, Web communications (Web chat), SMS text messages; fax messages, scanned documents and voice mail messages.
  • Contact Center Select is derived from Avaya Aura® Contact Center and supports a subset of its APIs, namely Web Communications Web services, Email Open Interfaces, CCT .Net API, Real-time Data API, Real-time Statistics Multicast API and Host Data Exchange API.