Avaya IP Office Peripherals: Contact Center

Scaling from 5 to 75 agents, IP Office CCC offers the ability for contact centers and customer-facing departments of all sizes to benefit from the advantages of measuring key performance indicators. By reducing the average duration of each call, major efficiency gains can be made, typically resulting in a pay-back period of only a few months.

By focusing on management by exception, CCC enables busy managers and supervisors to concentrate on other aspects of their responsibilities. Call Center View does the work and only informs the supervisor when a problem has or is about to occur. The comprehensive and highly professional graphical reports can be run over any period of time, and provide a detailed view of all contact center activity. The wallboard facility enables both fixed wallboards and pc-based wallboards to be deployed within the business, allowing managers to issue motivational and informational messages where they are most needed.

CCC offers a full and comprehensive solution to the customer contact needs of small and medium-sized enterprises, by providing high-end contact center functionality, whilst retaining the ease of use and configuration that SME customers demand.

Compact Business Center is an entry-level management tool for small customer facing departments. It provides simple real-time and historical analysis for organizations who do business over the phone. Providing real-time graphs on up to three departments or hunt groups, and the entire system, managers can quickly what improvements might be made to improve their customer service.