All-in-One Multichannel Contact Center Solution

Avaya Customer Experience Management: Delivering Tomorrow’s Customer Experience Today

Avaya Customer Experience Management enables you to engage the right resources, processes, and information allowing you to deliver customer service that is unique, customized, and enduring. Avaya Customer Experience Management focuses on awareness of all relevant context for specific customers at any time and connecting all interactions together regardless of media into a seamless, persistent conversation. Creating a Whole New Customer Experience…For Each Customer, Every Time.

Avaya Aura® Contact Center

 

This demo provides an overview of the capabilities of Avaya Aura Contact Center. Some of the capabilities outlined in this demo may have dependencies requiring specific configurations. Please consult your Avaya sales engineer or representative for details.

Avaya Aura® Contact Center with Multimedia

 

Avaya Aura® Contact Center provides multimedia contact center routing and reporting.

Using the latest telephony technology/integration, NET6 excels at providing a productive call center environment geared towards enterprise business clients. We possess a large wealth of knowledge on call center functionality regarding: planning & design, implementation, installation, administration and support.

NET6 Contact Center services are offered as an out-sourced solution to companies who are looking for strong IT management. In our data center facilites, a large portion of the NOC (Network Operations Centre) area is dedicated to supply seating and infrastructure for call center services.

On staff we employee qualified representatives with years of contact center environment experience. Alternatively, if your business has employed personel to move through NET6 training, we will support and manage provided business voice agents.

Contact Center Technology

Avaya Aura® Contact Center provides businesses with the ability to engage customers in new ways that set them apart from the competition. With a single interface for blending inbound/outbound voice, e-mail, web chat, and IM customer interactions, businesses can collaborate with their customers through the device and method of choice extending a superior customer experience. Businesses can leverage existing TDM investments or harness the power of IP and SIP based technologies to create a virtual contact center, with agents located anywhere around the globe, or to provide advanced capabilities such as federated presence directly within the contact center.

The Avaya Aura® Contact Center solution has been split into seperate applications working on the network. This increases usability of the features as well as ease-of-use regarding the Graphical User Interface. Some of the vital/core applications used in the Contact Center environment:

CCMS

Contact Center Manager Server provides skill-based routing; call treatment flexibility, real time displays, multimedia routing, and comprehensive management and reporting functionality - empowering contact center managers with the tools and agility to deliver unique and unprecedented care to their customers. The rich scripting language supports multifaceted call routing and treatment decisions based on combinations of real time conditions.

CCMA

Contact Center Manager Administration, a browser-based thin client, is compatible with Contact Center Manager Server Release 4.0 or higher. Contact Center Manager Administration uses Internet Explorer to connect to contact centre management tools, reports and real-time displays.

CCMM

Contact Center Multimedia Manager is a client/server multimedia contact center application blending e-mail, web and telephony communications using Contact Center Manager Server or Contact Center - Express applications. Contact Center - Multimedia is a modular, software-only solution that can be implemented in stages. The modules are E-mail Manager with Click-to-Call, Multimedia Manager and Web Communication Manager.

CCT

Communication Control Toolkit is an application development solution that facilitates the integration of contact center solutions with other business and communication applications such as customer relationship management (CRM) systems, intelligent call management (ICM) applications, Nortel self-service solutions (IVR and Speech), corporate IS systems, and custom or third-party computer telephony integration (CTI) solutions.