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Overview and Details

Avaya Call Management System (CMS) provides the information and management tools customers need to monitor and analyze the performance of their contact center operations, showing where improvements are needed and where to take fast effective action.

Product Details

Avaya CMS is a database, administration, and reporting application designed for enterprises that receive a large volume of telephone calls and have complex contact center operations. Working in conjunction with Avaya CMS, the Avaya Call Management System Supervisor client provides comprehensive administration and reporting capabilities using a familiar Microsoft Windows interface.

With CMS customers can view live, real-time information and see the immediate results of their adjustments. They can also use historical reports to analyze trends, establish performance benchmarks, and plan new marketing or customer service campaigns. Supervisors have access to real-time and historical reports to help them effectively manage the performance of their personnel. A powerful custom report package lets customers modify real-time and historical reports or create reports that fit their unique requirements. Extensive reporting of exceptions allows managers to quickly identify areas requiring immediate attention.