Avaya Aura® Call Center Elite

Deliver a unified and highly personalized customer experience that builds your brand and fosters long-term loyalty. Avaya Aura® Call Center Elite helps to ensure the right resources are readily available to your customers. Enable your business to handle all types of customer interactions more efficiently. With intelligent routing and resource selection features, you can determine if customers should be served by the least busy agent, the first available agent, or the agent with skills that best match your customer’s needs. Serve your customers and prospects through their preferred contact channel. With a single pool of agents, regardless of location, you are equipped to deliver the right customer experience every time.

• Provide Your Customers with a Seamless Experience Across Channels. Among consumers, 68% say they expect the information they give an organization in one place to be available in another—and 80% say agents should be instantly familiar with contact history. Now you can personalize your customers’ experiences by sharing details like customer history and screen pop data across contact channels.
• Add Lower Cost Customer Service Channels. Reduce call volume and improve contact center efficiency by moving interactions to lower cost channels such as email, chat, SMS, and social media.
• Improve Your Contact Center Performance. Analyze historical and real-time reporting data to improve and maximize customer experiences, quickly adapting your contact center to respond dynamically to business and customer needs.