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Avaya - Contact Center

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  • Deployment:
  • Company Size:SML
  • Features:
  • Platforms:
  • Pricing:

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Details

Avaya Auto Contact Center delivers next-gen possibilities with their All-in-One Multichannel Contact Center Solution for businesses on the edge of innovation. Their services expand beyond traditional telephony models by enabling agents to receive customer contacts via text, IM, email or chat. As more and more customers leave traditional phone calls behind, Avaya’s robust service package allows businesses to keep pace with advances in modern technology and livelihood. Their powerful user interface allows all customer interactions to be managed from a single user interface, reducing call volumes and boosting efficiency while improving the productivity of individual agents and increasing utility.

Full Spectrum Management

Avaya’s software comes pre-loaded with more than 120 real time and historical reports that allow monitoring and tracking of all relevant business and agent productivity statistics. Unique reports can be further customized to particular business needs via a Report Creation Wizard. Supervisors and managers will find rapid access to real-time performance metrics the norm for Avaya’s solutions, maximizing the consumer experience and increasing all-around accountability.

Seamless Business Integration

Deconstruct the silos between contact centers and other business operations via automation and streamlining options made available by Avaya’s adaptable web services. Their top-of-the-line API connects previously separate business process over the internet, end-sourcing to quality of life features such as scheduled callbacks and auto-routing that improve the consumer experience.

Simple Deployment and Visualized Workflows

Avaya’s contact solution benefits from an easy implementation that can be initiated from a single interface for daily management, allowing real-time configuration of agent skill sets and review of performance metrics for rapid organizational response to business needs as they develop. The software’s graphical workflow tool provides an unobstructed view of the customer experience from first contact to resolution in an easy-to-digest format. The GUI is easily modified and improved with a drag-and-drop interface.

Features

Pricing Model
  • Monthly subscription per user
  • Monthly subscription
  • Yearly subscription per user
  • Monthly site license
  • Yearly site license
  • Metered per minute
  • Flat fee
  • Percentage-based (% of collections or claims)
  • Fee-based (fixed $/claim)
  • Hybrid (combination of % and fixed amount/claim)
Service Terms Offered
  • Commitment Free
  • Free Setup
  • Free Cancellation
  • Money Back Guarantee
  • Month-to-Month Option
  • Keep Original Number
  • Customizable Plans
  • Account Manager
  • Free In-Network Calls
  • Unlimited Minutes
  • International Calls
  • Reduced Price for Multiple Users
Mobile Apps Offered
  • None
  • iOS
  • Android
Mobile friendly?
  • Yes
  • No
Service Terms Offered
  • Commitment Free
  • Free Setup
  • Free Cancellation
  • Money Back Guarantee
  • Month-to-Month Option
  • Keep Original Number
  • Customizable Plans
  • Account Manager
  • Free In-Network Calls
  • Unlimited Minutes
  • International Calls
  • Reduced Price for Multiple Users
Support Features
  • FAQs Section
  • Tutorials
  • Telephone Support
  • Email Support
  • 24/7 Support
  • Online Chat
  • Forum
  • In-Person Training
  • Social Media
  • Knowledge Base
  • Webinars
Inbound Calling Features
  • Call queuing
  • IVR (Interactive Voice Response)
  • Speech Recognition
  • ACD (Automatic Call Distributor)
  • ANI (Automatic Number Identification)
  • CTI (Computer Telephony Integration)
  • DTMF (Dual Tone Multi-Frequency Signaling)
  • Text-to-speech conversion
  • Skill based routing
Outbound Calling Features
  • Auto dialer
  • Call list imports
  • Campaign Management
  • Outbound IVR
  • Multichannel communications
  • Multiple Initiative Management
Reporting Features
  • Call Logging
  • Monitoring
  • Call Recording
  • Scoring
  • Database Administration
  • Real time reporting
  • Automated Reporting
Social Media Features
  • Alerts
  • Customer Interaction
  • Trend Monitoring
  • Integration with social media sites
System Management Features
  • Forecasting
  • Scheduling
  • Call Scripting
  • Coaching Tools
  • Virtualization
  • Up time assurance
Security/Compliance Features
  • Encryption
  • Data masking
  • Open ID
  • RBAC (Role Based Access Control)
  • Form-based Authentification
  • SAML 2.0 (Security Assertion Markup Language)
  • Custom Single Sign-In
  • Physical Data Center Security
  • Secure Socket Layer (SSL) Connections
  • SSAE SOC 2 Type II Certified
  • TCPA
  • PCI
  • ISO/IEC 27001 Compliance
  • National DNC Compliance
Integrations
  • Salesforce
  • SugarCRM
  • InfusionSoft
  • Microsoft Dynamics CRM
  • TeamSupport
  • MHelpDesk
  • Zendesk
  • Pardot
  • Act-on
  • Spiceworks
  • Netsuite
  • Oracle Marketing Cloud
  • Freshdesk
  • Zoho CRM
Service Level Agreement
  • Yes
  • No

Pricing

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