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Avaya Aura Contact Center

Name: Avaya Aura Contact Center
Rating: 4.5 (2 reviews)

By Avaya

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Highlights : About Avaya Aura Contact Center

Skill-based / dynamic routing rules

Automated interactions

Avaya call management system reports

Multi-tenant ANAV interface

Unified agent desktop

Inbound & outbound calling

About Avaya Aura Contact Center

Avaya Aura platform is a cloud-based and on-premise call center solution that caters to all businesses across various industries. The solution allows users to offer personalized interactions to regular callers using advanced outreach algorithms and workflow. The algorithms help agents use inbound and outreach capabilities to sell, cross-sell and upsell products to callers. It also helps agents gather payments, schedule service appointments and offer promotions and discounts.

Specifications

Business Size

Enterprise

Deployments

Cloud

Language Support

English

Platforms

Product Details

Features

Skill-based / dynamic routing rules

Automated interactions

Avaya call management system reports

Multi-tenant ANAV interface

Unified agent desktop

Inbound & outbound calling

Customer self-service tools

Multiple contact type management

Call management system (CMS)

Supervisor interface

SQL reporting repository

Logged work codes & notes

Screen pop data

CRM integrations

Multichannel interaction support

Resource alignment

Over 200 standard reports

Performance analysis

Logged chat transcripts

Benefits

Manage multi-channel interactions

Manage multi-channel interactions including phone, email, chat, SMS, and social media from a single platform.

Personalize customer interactions

Personalize customer interactions by accessing customer history and screen pops with contextual customer data from multiple channels.

Use the integrated IM/presence capabilities

Agents can use the integrated IM/presence capabilities to connect with experts instantaneously for quicker resolution.

Use the Business Advocate feature

Use the Business Advocate feature to prioritise valuable customers and match the right agents to different customer segments based on customer value, agent skill, predicted wait time, and customer service goals.

Get a real-time understanding of customer service performance

Get a real-time understanding of customer service performance with historical and real-time reporting to identify trends, set performance benchmarks, and plan marketing campaigns.

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