Avaya Communication Manager is the call processing software that is an open, scalable, highly reliable and secure telephony application. Avaya Communication Manager provides user and system management functionality, intelligent call routing, application integration and extensibility, and enterprise communications networking.
An Avaya Media Server provides centralized Enterprise Class call processing that may be distributed across a multi-protocol network including but not limited to IP, to support a highly diversified network architecture, i.e. Branch, Remote, Small and Home Offices. Linux based Media Servers support distributed IP Networking and centralized call processing distributed across multi-service networks. Options exist for Dual Server Design with hot fail over and redundant LAN Interfaces and remote survivable call processing.
Communication Manager provides centralised call control for a resilient, distributed network of media gateways and a wide range of analogue, digital and IP based communication devices. It gives enterprises the flexibility to introduce advanced IP telephony solutions as and when needed, whilst retaining current infrastructure investments.
The architecture enables companies to expand and pay as they grow shortening the pay- back period and improving ROI. Integrated components for Voice, Messaging and Call Centre act as a single networked system and management entity, using the same device management software, resulting in a lower Total Cost of Ownership. Communication Manager software running on the Avaya media server utilises Linux , an operating system known to be economical for companies to maintain and well suited for high performance processor - intensive applications, in addition to cutting software costs and increasing server security.
Multiple reliability and redundancy features are offered with the media server and in addition, media encryption for IP telephony calls, is now a standard feature of Communication Manager software.
Communication Manager supports Avaya's Customer Interaction Suite of IP ready contact centre applications, including, call routing (ACD), speech and touchtone self service applications (IVR)
The "Extension to Cellular" option allows mobile phone users access to telephony resources, transfers calls seamlessly from a cellular phone to a desk set and can simultaneously ring both desktop and mobile phones.
Support for wireless handsets as well as a soft client for Windows Mobile based PDAs , in addition to a Windows softphone client that is a mature product that Avaya has updated with SIP IM and presence capabilities as well as integrated video telephony features.
Contact Centre ACD
The right technology solutions can make all the difference in improving the ongoing productivity and revenue potential of your call centre. Effective call centre solutions allow agents to respond rapidly to customer demands. They provide for optimum load balancing based upon the work handling guidelines your firm wishes to implement-under both call surplus and agent surplus conditions. They make the most of agent availability, skills and experience and integrate readily with other productivity tools in a multi-vendor environment.
Finally, and most importantly, superior call centre solutions lower your Total Cost of Ownership and increase your Return on Investment.
Avaya Call Centre delivers on all of these counts and many more with flexible, scalable solutions designed to grow along with your business. A robust Contact Management solution from the Avaya Customer Interaction Suite, Avaya Call Centre is already in use in a majority of call centres in industry-leading firms around the globe.
Avaya Call Centre is built upon innovative Automatic Call Distribution (ACD) technology.
Indeed, Avaya Call Centre Basic software is a core component of Avaya Communication Manager, and it allows call centres to deal with many fundamental requirements, including service observation and support for Interactive Voice Response (IVR).
However, Avaya Call Centre is capable of so much more. It helps your agents handle calls more effectively and boosts your call centre's overall level of productivity-at a single site or across an enterprise. For this reason, most Avaya Communication Manager customers opt to enhance their call centre functionality using one of three robust Avaya Call Centre packages. One of the most popular features is the ability to choose whether inbound calls will go to the least busy agent, the first available agent, or the agent with the skills needed by a particular customer.
Avaya Call Centre is available in three scalable packages designed to suit the particular needs of your business.
Introductory Call Centre
Provides all the ACD functionality required to operate a small, basic call centre and includes basic conditional routing capabilities. It can handle up to 40 agents at an extremely attractive peragent price.
Elite Call Centre
The most popular Avaya Call Centre package, features Avaya Expert Agent Selection (skills-based routing) and the full complement of advanced call vectoring (conditional routing) capabilities.
The Elite package now includes Avaya Basic Call Management System (BCMS) for reporting outputs and Network Call Redirection, which provides the ability to transfer a call from an Avaya server to another network user in the public network, thereby releasing the trunks for reuse by the other call.
Advocate Call Centre
Adds the powerful resource selection features provided by Avaya Dynamic Advocate and Avaya Business Advocate for Avaya Communication Manager. These features add advanced routing capabilities that utilize defined business objectives to match the right call to the right agent using patented Avaya distribution algorithms and predictive technology.
Avaya Call Centre simplifies customer management, contact centre administration, results tracking, and agent training. It offers conditional (if/then) call routing that makes use of context based inputs, coupled with versatile resource selection capabilities. In addition, virtual routing capabilities offer multi-location customers the ability to maximize resource utilization across all sites.
Avaya Call Centre makes use of business-defined routing strategies and leverages all customer knowledge across the enterprise to make each customer interaction more effective. It is also highly versatile, spanning all communication infrastructures-traditional circuit switched and IP.