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AVAYA IP OFFICE CONTACT CENTER

Avaya IP Office Contact Center, a more robust, enterprise class contact center solution than the CCR solution (IP Office Advanced Edition) that is currently available. CCR uses historical data, which is a fantastic tool for a lower cost contact center solution. But for those companies that need a more robust, skills based routing solution, Avaya has introduced the Avaya IP Office Contact Center. IPOCC is based off of their enterprise class Aura Contact Center, at a lower cost than the enterprise product, perfect for small to medium companies who need that higher level of reporting than CCR.

Complete End-To-End Customer Service Strategies

  • With Avaya IP Office Contact Center, you can implement a complete end-to-end customer service strategy to make your business a customer’s first choice. This fully integrated suite can deliver a variety of values and benefits to the customer, such as:
  • Maximizing the value of every interaction by delivering consistent, personalized service and identifying cross selling and up-selling opportunities
  • Stronger customer relationships by enabling every employee to be a customer advocate, providing exceptional customer service across the business
  • Delivering the right service at the right level, anytime, anywhere through skills-based routing and multichannel capabilities
  • Increasing first contact resolution (i.e. “I’m calling you today about the e-mail I sent yesterday”)
  • Enabling your employees to be more productive by giving them the tools they need to proactively reach out to customers with new opportunities or to resolve issues

Highlights at a Glance

  • Flexible media distribution
  • Integrated multi-channel customer contact solution for voice, e-mail, and web cha
  • Customer prioritization
  • Skills-based routing
  • Voice and self-service solutions
  • Enhanced outbound campaigns
  • Telemarketing
  • Online monitoring
  • Historical reports
  • Interactive Voice Response (IVR)
  • Call Recording
  • Remote workers

Capacities

Preferred Edition

Server Edition

IP Office Hardware

IP 500 V2
  • Dell R/220/620
  • Virtualized

Server Virtualization

Yes

Yes

Multi-site

No

Yes

Max. Number of Seats

30

250

Max. Active Voice Agents

30

250

Max. Configured Voice Agents

150

1250

Multimedia-Enabled Agents

Yes

Yes

Max. Supervisors

30

100

Max. Simultaneous Agent Recordings

30

250