Overview - Avaya Interaction Center User Manual

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HAPTER
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VERVIEW
The Avaya Agent, and its integrated component the Web Agent, are installed on your computer
desktop, as part of the Avaya™ Interaction Center (Avaya IC) software suite. The Avaya Agent
and Web Agent make it possible for you to interact with your contact center's customers. You may
use one or more of the following media or features of the Avaya Agent and the Web Agent:
Telephony, Email Management, Web Management, Outbound List Processing, and Avaya™
Outbound Contact Management.
This chapter briefly describes how the
to you for these media. Subsequent chapters present instructions on how to use the two software
components to handle your customer contacts.
With the Avaya Agent and the Web Agent, you can interact with customers in the following ways:
Speak with customers whose inbound telephone calls are assigned to you (Telephony).
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Speak with customers who are called on the telephone by the software (Outbound Contact
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Management).
Speak with customers whom you call on the telephone (Outbound List Processing).
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Reply to customer emails (Email Management).
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Chat with customers over the Web. If desired, speak to these customers on the phone while in a
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chat session with them, or share Internet browsers with them (Web Management).
Note: In this manual, the illustrations show the Avaya Agent framework displayed on the right
side and across the bottom of the desktop. The frames, panes, and dialog boxes that you see on
your desktop may look different from the illustrations. Contact your system administrator if you
need help understanding the setup of Avaya Agent that you see on your desktop.
Avaya Agent and the Web Agent display customer contacts
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