Call Centres

Avaya Aura® Call Centre Elite with the Multichannel Feature Pack is a fully featured contact centre solution with applications for multichannel, inbound and outbound contacts as well as integrated real-time and historical reporting.

Avaya Aura Call Centre Elite runs on our market leading Avaya Aura Communication Manager and can easily be adapted to include non-voice contacts with the Multichannel Feature Pack. The solution provides robust multi-channel routing capabilities for today’s 21st century contact centres, and can manage the collection, queuing, and delivery of voice and non-voice work items, such as e-mail and text or web chat sessions, to an appropriately skilled agent.  The powerful routing algorithms that reside in Avaya Call Centre Elite Software determine the right resource for the right contact.

The Elite Multichannel solution is modular so it is flexible and can accommodate change as businesses grow and evolve. Plus, the solution integrates seamlessly with Avaya Experience Portal for self-service options and with Avaya Call Management System for advanced reporting and customization. So whether you are an existing Call Center Elite customer that wants to add multichannel easily and affordably to your existing contact centre,or you are considering Call Centre Elite Multichannel for your new contact centre environment, Avaya offers a solution that will turn your customer service operation into a 21st century contact centre.

Avaya Call Centre Elite Multichannel allows customers to make contact via voice, e-mail, fax, SMS text or instant messaging. Regardless of whether the customer prefers speaking on a telephone, sending e-mails, texting on a smart phone, or chatting over the internet, Elite Multichannel provides a universal work queue by leveraging an Avaya Automatic Call Distributor (ACD) for all supported channels. So that contact will be placed in a single queue and then routed to an agent with relevant tools, skills, and knowledge to handle the request.

Easy to implement and simple to use, Call Centre Elite Multichannel also delivers:

  • Out-of-the-box desktop applications for agents and supervisors
  • Framework applications: intelligent routing, interaction data and centralized configuration
  • Integrated outbound preview and progressive dialing, automated or agent-initiated
  • Powerful application development tools for customization and integration
  • Simple and fast wizards for desktop screen pops and routing rules
  • Key features of Call Centre Elite Multichannel
  • The right resource at the right time. 

By capturing resource skill sets in the routing database, contacts are routed to the right resource by skill type, regardless of contact channel. Universal agents who support multichannel contacts can improve response time measurements, improving service levels and increasing agent efficiency.

Optimal performance management. Reporting is pivotal to a contact centre’s success. The solution offers basic out-of-the-box performance reporting on all real time and historical activity in the contact centre environment. Supervisors can choose to display the information in grid format or report layout. For more sophisticated contact centre reporting, Avaya Call Management System is available for more robust consolidated reporting needs.

Proactive customer engagement. From callbacks to targeted campaigns, these simple and effective integrated outbound dialing tools can improve customer engagement and balance agent inbound and outbound calling.

Simple wizards facilitate ease of use. Built-in wizards make configuration easier and faster. By leveraging best practices in contact centre configurations, Avaya has created pre-defined desktop screen pops and routing rule definitions. This can shorten timelines, allowing business operations to commence more rapidly.

Enhance customer experience through advanced treatments. Unique algorithms and capabilities such as Expected Wait Time, Abandoned Call Assistant, and Customer Requested Call Back deliver operational efficiencies and increase customer satisfaction.

Expand agent knowledge with customer history. Call Centre Elite Multichannel agent desktop displays a list of previous customer contacts to help ensure that agents have all of the pertinent context in order to better serve customers.

Pre-built Microsoft Dynamics CRM Connector. This allows office workers to call individuals in Microsoft Contacts and Accounts lists, and view contact screen-pops with inbound contacts.

Integrated Wallboard application. It displays real-time and statistical information on Vector Directory Number (VDNs), skills or splits and agents in a marquee window. Installed on agent PCs, the scroll bar of information allows agents to closely track their personal work performance and the performance of their work group (skill or split).

Chat canned messages. Agents using chat canned messages are able to make use of personal or corporate specific messages such as “Hello, my name is Sally, how may I help you?” In addition, an agent can configure an e-mail address in the event that no agent is available or a customer attempts to contact a call centre after hours. Chat messages can also be used to inform or advertise information about a new or existing promotion.

Keyboard based routing. Allows the administrator to identify keywords, which characterize the content of an e-mail. Keywords can be defined and associated with a group of experts, which in turn can improve routing and deliver higher quality and faster e-mail responses.

Avaya Experience Portal integration. Through the integration of Experience Portal, customers will gain an “all in one” contact centre suite experience by configuring Experience Portal within the Elite Multichannel control panel in addition to improving their customer service. Avaya Experience Portal is sold separately.

Avaya Aura® Workforce Optimization (WFO) integration. Managing the agent workforce requires sophisticated WFM tools. By automatically forecasting staffing requirements to meet call.