Communication Applications; Call Center - Avaya Application Solutions Deployment Manual

Communication applications

Call Center

The Avaya Call Center provides a total solution for a customer's sales and service needs.
Building on the performance and flexibility of the Avaya Communication Manager, customers
can select from a powerful assortment of features, capabilities, and applications that are
specially designed to enhance call center operations.
The objective of this offer, which involves new and existing versions of Avaya Media Servers
and Communication Manager, as well as a host of attached call center peripherals, is to
improve Avaya's Call Center offers by supporting increased capacities. These capabilities
include 6-digit and 7-digit extensions, LAN backup of Call Management System for the High
Availability offer, and customer requested enhancements to be made available in a single global
release.
Avaya Call Center applications are designed to efficiently connect each caller with the
representative who is best suited to serve that caller. Avaya Communication Manager begins
the process by capturing information about the caller even before the call is routed. That
information is integrated with existing databases, and the combined data is used to match caller
to agent.
Avaya Communication Manager integrates with a variety of Call Center applications like the
Avaya Call Management System S) for real-time reporting and performance statistics, and with
Avaya Business Advocate for expert predictive routing according to incoming calls, not just
historical data.
Avaya Call Management System (CMS)
The Avaya Call Management System collects call traffic data, formats management reports, and
provides an administration interface for Automatic Call Distribution (ACD) on your
Communication Manager. CMS helps enterprises manage the people, traffic load, and
equipment in an ACD environment by answering such questions as:
How many calls are we handling?
How many callers abandon their calls before talking with an agent?
Are all agents handling a fair share of the calling load?
Are our lines busy often enough to warrant adding additional ones?
How has traffic changed in a given ACD hunt group over the past year?
Site Statistics for Remote Port Networks forwards location IDs to CMS to provide call center
site-specific reports.
Communication applications
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