Avaya NES Contact Center provides the ability to engage customers in new ways by using a single interface for blending inbound and outbound voice, e-mail, web chat, and IM interactions. 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.
Product Key Features
- Location Preference Distribution with Advanced ACD
- Locally Sourced Music and Announcements
- Variables in Vectors and Conditionals
- Advanced Segmentation
- SIP Endpoint Control by CTI
- Integration with CTI Dialer
- Multiple observers with Service Observing
Great Product!
Jon Corner, Manager, United Call Centers March 24, 2011 at 6:53 pm #Avaya Global Services has a Strong reputation for product quality and technological innovation and provides comprehensive call center service and support for a broad range of companies, small to large. Avaya’s reputations for product quality and technological innovation are just as strong today, even as the company has shifted its focus to such areas as Internet protocol telephony, wireless data communication, customer-relationship-management software and speech recognition technology. Their ultimate goal is to serve the customer to the best of their ability, which means maintaining the highest level of innovation, diversity, and accountability.