Customer Call Reporter - Avaya IP Office 8.1 Product Description

19. The Contact Center
Avaya provides Customer Contact solutions that meet the needs of the small to mid-size business. From the
smallest company that requires basic system performance reporting to the larger businesses that need
advanced routing and multimedia integration with the Customer Contact Center. Avaya provides IP Office
Customer Call Reporter as the perfect solution to meet the needs of small business customers.

Customer Call Reporter

Overview
Contact Centers are a requirement at nearly every level of business, from very small informal groups of 5 or 10
"customer service reps", to large formal campaigns that can involve thousands of agents.
However, customers in the small business market are generally very nervous about making such a high profile
investment in a "contact center solution." They require a "business intelligence solution" that deploys easily, can
be managed with very little training, and can provide statistics on each segment of the business. Small
businesses also do not have the resources for extra IT staff to administer databases, servers, etc, so they need
a solution that can be easily understood by their own employees. It should operate as a service to each of the
clients.
IP Office Customer Call Reporter Concept
IP Office Customer Call Reporter is a server based contact center product designed explicitly for small
businesses. Drawing upon the latest web and design technologies, IP Office Customer Call Reporter introduces
significant new capabilities to effectively and efficiently manage a single-site call center environment. The
product focus is on ease of use and deployment simplicity to ensure improved ongoing productivity and lower
support costs.
In its native web server environment the IP Office Customer Call Reporter can be simply installed onto a single
server without the need for any client software deployment. Administration and management of the call center
is carried out via a thin client through a secure password protected web browser session.
IP Office Customer Call Reporter Key Features include:
Real time Call Center activity monitor and historical reporting
·
Microsoft server based with thin client (web browser) client connections
·
Simplified installation and maintenance
·
Supervisor Dashboard which consists of a goal, statistics information ticker and a set of graph display
·
panels
Seven reporting templates provide drag and drop and user defined filter functionality
·
Three customizable Supervisor views and summarized Agent views
·
Report Scheduler
·
Custom Reports
·
Customer Map
·
Multi-lingual capable
·
Supports up to 30 Supervisors and 150 Agents
·
IP Office Customer Call Reporter Business Benefits
Lower TCO
·
IP Office Customer Call Reporter provides small businesses with a web based contact center
measurement tool, producing cradle to grave reporting in an easily understandable format with no
client software to load.
Standards Based
·
IP Office Customer Call Reporter uses standards based applications, such as Microsoft SQL 2008
Express, and supports all major web browser software, to provide small business installers with
greater flexibility in deployment.
Ease of Use
·
IP Office Customer Call Reporter's real-time charts can be customized by the user in the manner that
suits their business best, with historical reporting templates that allow the business to filter on the type
of date they want to see.
Ordering IP Office Customer Call Reporter
Customer Call Reported supports the following maximum configurations for IP Office:
Product Description
IP Office 8.1
© 2012 AVAYA All rights reserved.
Page 400
Issue 26.k.- (16 August 2012)