Avaya DEFINITY Contact Centre
The Avaya Contact Centre (formally called the DEFINITY® Contact Centre) provides a fully integrated telecommunications
platform that supports a powerful assortment of features, capabilities, and applications designed to meet all your call
Centre needs.
The Avaya Contact Centre provides a total solution for your sales and service needs. Building on the performance and flexibility of the DEFINITY® Enterprise Communications Server, you can select from a powerful assortment of features, capabilities, and applications specially designed to enhance call Centre operations.
The Avaya Contact Centre solution is built upon innovative automatic call distribution (ACD) technology that offers a suite of call routing capabilities designed to help your agents handle calls more effectively and to boost your call Centre's overall level of productivity. You can choose whether calls will go to the least busy agent, the first available agent, or the agent with the skills needed by a particular customer.
An Avaya Contact Centre solution supports up to 5,200 agents and provides a powerful array of features you can tailor to your individual needs. For multiple call Centre locations, virtual routing helps you balance call loads across your locations with tools to analyze demand and direct each call to the location best able to handle it—for example, based on call volume, waiting time in queue, or the time of day. By creating this "virtual" call Centre environment, you can help your agents or contact Centres share the workload during your busiest times, or, if you have Centres in different time zones or countries, effectively extend your operating hours. And because the routing is transparent to your callers, all they'll know is that their calls are being handled promptly.
The call routing technology provided by Avaya Contact Centre also allows you to create specific routing programs using the call vectoring capability. Call vectoring enhances automatic call distribution (ACD) operation by letting you fine-tune your call routing to balance call loads to help improve customer service. It allows you to dynamically adjust how calls are routed to each split or the entire contact Centre, based on parameters, such as the time of day, day of the week, number of agents, number of waiting calls, time in queue, or speed of answer. In addition, call vectoring supports a wide range of options that use information about your caller such as Automatic Number Identification (ANI) and Dialed Number Identification Service (DNIS)—supplied by intelligent network services or by the callers themselves—to route calls to the most appropriate destination.
Avaya Contact Centre is fully integrated with the Avaya INTUITY™ AUDIX® voice messaging system and the Avaya™ Interactive Voice Response system, as well as the entire suite of Avaya Customer Relationship Management products.
Your total enterprise telecommunications solution begins with the DEFINITY Enterprise Communications Server infrastructure. With that foundation in place, your company can build its ideal system using the applications that can meet its specific requirements.
