Aura Call Center Elite
The key to improving your customer experience
In good times and even in the midst of uncertainty, managing the customer experience is critical for long term business stability and even for the continued existence of your organization.
CC Elite solutions enable a reliable and integrated omnichannel contact center and contribute to rich and compelling customer experiences. These solutions are designed for organizations who are seeking ways to achieve operational efficiency, increase revenue and improve customer satisfaction and retention.
The CC Elite solution offers options for contact handling so your customers are treated in an efficient manner, enabling agents to more effectively respond to their needs. Intelligent routing of contacts — getting the right agent at the right time — is a proven key driver of customer satisfaction. An added benefit — it can help you reduce costs while delivering greater business value.
Agent client applications enable you to meet your desktop strategy, operating system preference, and contact center approach whether the agent is working at headquarters, in a local branch, or in a home office.
A New Era in Contact Centers
– Avaya CC Elite is a full-featured contact center solution with applications for handling inbound and outbound contacts across multiple channels and providing integrated real-time and historical reporting insights.
– Avaya CC Elite runs on our market leading Avaya Aura® Communication Manager and can easily be configured to include non-voice contacts providing robust multichannel routing capabilities for today’s contact centers, and manages the collection, queuing, and delivery of voice and non-voice work items, such as e-mail and text or web chat sessions, to an appropriately skilled agent. The powerful routing algorithms that reside in Avaya CC Elite software determine the right resource for the right contact.
– The CC Elite omnichannel solution is modular, providing the flexibility organizations rely on as they grow and evolve, integrating seamlessly with Avaya Experience Portal for self-service options and with Avaya Call
– Management System (CMS) for end to end reporting and customization. Avaya offers solutions that will evolve your customer service operation to meet the changing needs of today’s consumers.
– Regardless of whether the customer prefers speaking on a telephone, sending e-mails, texting on a smart phone, or chatting over the internet, CC Elite omnichannel capabilities provide a universal work queue for all supported channels, leveraging various Avaya patented Automatic Call Distributor (ACD) distribution algorithms and predictive technology. Contacts are placed in a single queue and then routed to an agent with relevant tools, skills, and knowledge to handle the request.
Easy to implement and simple to use, the CC Elite omnichannel solution also delivers:
– Out-of-the-box desktop applications for agents and supervisors
– Framework applications: intelligent routing, interaction data and centralized configuration
– Integrated outbound preview and progressive dialing, automated or agent-initiated
– Powerful application development tools for customization and integration
– Simple and fast wizards for desktop screen pops and routing rules