Avaya NES Contact Center

Product Overview

Avaya NES Contact Center provides the ability to engage customers in new ways. A superior customer experience is created by using a single interface for blending inbound/outbound voice, e-mail, web chat, and IM interactions.

FEATURES

Unify customer contacts for consistently excellent service
Use open multimedia skill-based routing and reporting to manage all inbound/outbound contacts.

Streamline service rep desktop information
Provide a single, context sensitive interface for service reps to handle all inbound, outbound and multimedia contacts to boost productivity and speed learning.

Integrate outbound to increase customer loyalty
Create and monitor blended outbound contacts for proactive account management that drives revenues and increases customer loyalty.

Manage easily with custom reports
Use a browser-based tool for comprehensive real-time and historical data. Generate custom reports using a wizard to combine data from multiple sources and gain actionable intelligence.

Gain higher capacity, flexibility
Expand the contact center up to 3,350 agents per node, 66,000 calls per hour, 1,500 skill sets (150 per agent) and a virtual contact center up to 30 nodes for 100,000 agents total.

Enhance business resiliency
Create a reliable contact center architecture using high availability servers for business continuity.

Description

Businesses can collaborate with customers through the device and method of their choice. Contact Center applications from Avaya can be integrated with business applications using a Service Oriented Architecture. These integrated applications automate processes and orchestrate the workflow between front office and back office operations. With the graphical Service Creation Environment tool, businesses can use a single drag-and-drop GUI to create contact center and self-service workflows for greater flexibility, speed, and ease of deploying new processes with open web services.