Wheelhouse Score
2.83/5
Above Average
Rating
4.17/5
Excellent
Features
1.49/5
Average
Pricing
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Avaya One CCaaS 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...

Overview

Avaya One CCaaS 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.

Packages

Avaya Contact Center

  • Workforce Optimization Features
    • Customized Workflows
    • Performance Management
    • Customer Relationship Management (CRM)
    • Agent Management
    • Gamification
    • eLearning Tools
  • Outbound Calling Features
    • Campaign Management
  • Reporting and Analytics Features
    • Quality Monitoring
    • Real-Time Analytics
    • Customer Journey Reporting
    • Interaction Analytics
    • Customer Surveys
    • Call Recording
    • Scoring
    • Coaching/Interaction Review
  • Contact Center Features
    • Unified Communications (Voice, Video, Chat, Email)
    • Self-Service
  • System Management Features
    • Virtualization
    • Centralized Administration (for Agents)
    • Scheduling
    • Coaching Tools
  • Automations and AI
    • Auto Attendant
    • Speech-to-Text Transcription
    • Intelligent IVR
    • AI-Driven Routing
    • AI-Powered Workflows

Media

Pricing

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