Avaya Aura® Call Center Elite Multichannel

Avaya Aura® Call Center Elite Multichannel is a Microsoft Windows-based software suite. Companies can use this software suite to turn one-dimensional call centers into powerful multimedia contact centers. Call Center Elite Multichannel uses the phantom call capability of Communication Manager by which customers can make contact through phone, email, text message, or instant message. Whether your customers communicate on mobile, emails, or chat, their communication is routed by identifying the agent using a phone call. The emails, SMS, or chat messages are then directly forwarded to the agent identified using this call. The agent can also reply using the same method of communication. Easy to implement and simple to use, Call Center Elite Multichannel also delivers: • Out-of-the-box desktop applications for supervisors • Framework applications including intelligent routing, interaction data, and centralized configuration • Automated or agent-initiated outbound preview dialing • Powerful application development tools for complete customization and integration • Simple and fast wizards for desktop screen pop-ups and routing rules The Call Center Elite Multichannel multimedia technology uses the phantom call capabilities of Communication Manager to deliver non-voice work items to contact center agents. Phantom calls are generated using the Computer-Telephony Integration (CTI) application. This application has no physical station as an originating point. The multimedia suite blends emails, SMS, and web-based customer inquiries with inbound calls.