Interaction Center multichannel contact management platform enables businesses to better align real-time contact center operations with business objectives, enabling execution of superior customer service at a lower cost.
Interaction Center 7 introduces a new thin client architecture and web agent client desktop that further simplify applications integration and deployment. The new Avaya Agent web client offers agents a single, consolidated contact management interface accessible via a standard web browser. Business can deploy or enable agents and subject matter experts across the enterprise more quickly and at a lower cost of deployment and management. The latest release also includes expanded support for: Ericsson MD110 switches, Siebel 7.7, applet-less web chat, and Russian language support.
Business Benefits
- Modular, integrated support for voice, email, web, and self service communication channels
- Simplifies use of business rules for finer segmentation and contact treatment.
- Lowers cost of ownership with increased support for multivendor TDM and IP network investments.
- Centralizes management and administration of business rules, workflows, agents, and operational reports.
- Optimizes agent effectiveness and efficiency improving customer experiences and agent productivity.
Features at a Glance
- Contact Engine
- Business Advocate
- Inbound Voice Contact Management
- E-mail Contact Management
- Web Collaboration
