Avaya is the well renowned name in the Unified Communication Industry. Avaya has several products for excellent Unified Communication Solution. In a bid to expand its horizon, Avaya has ventured into the contact center space and introduced the revolutionary contact center solution called Avaya Aura Contact Center. It is basically a multimedia work assignment application that is designed primarily for small and medium sized contact centers with not more than 25 employees. This multimedia work assignment solution can directly connect the experts, right agents and customers together for an ultimate communication and interaction. This contact center solution has been designed in such a way that it efficiently makes use of email, voice, video, and web chat to enable the businesses to manage agent productivity, customer experience and cost savings.
Features of Avaya Aura Contact Center
Avaya has designed its contact center solution in a way to enhance customer experience with SIP based communications. This is considered to be the standard based approach towards IP Infrastructure that will help the business with inter operability. The contact center is designed to transfer the call to the best resource available within the enterprise using the SIP Trunking and this make the customer communication worthwhile.
Customers past history can also be recorded by the contact center system and the history enables the contact center to create collaborative sessions in customer care. In a bid to offer holistic customer experience, the contact center solution of Avaya focuses on increasing the first call resolution and customer satisfaction. Moreover, the Avaya Aura Contact Center is designed to allow the agents and operators to manage voice calls simultaneously and over 5 non-voice calls interactions like web chats and emails.
Within the web chat environment, the contact center can easily identify the context sensitive keywords which are matched with automated responses and this will surely accelerate the interactions of the agent. The contact center also create a list of experts and professionals that can be easily reached by the customers through IM or Voice calls, thus reducing the search time for agents.
Software and Hardware Requirements
The Avaya Aura Contact Center never demands for a variety of hardware or software packages. The installation is also easy and simple. Some of the important hardware and software requirements for this contact center include:
- Windows 2008 R2 Operating System
- Two servers, depending upon the deployment plan of the contact center
- Ensure that both the server comprises same partition level as well as drive letter and also have same level of Hot Fixes and Patch Level