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Avaya Aura Contact Centre (Call Centre) Solution

Voice and multimedia contact centres, requiring advanced application integration. 20 - 5000 Agents

West Pier is a Partner in Customer Excellence - one of only two in UK. We provide award winning business telephone systems, phone maintenance, networking solutions and consulting services.

Avaya Aura Contact Centre (Call Centre) Solutions

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Voice and multimedia contact centres, requiring advanced application integration. 20 - 5000 Agents

Avaya Aura Contact Centre is West Pier`s premium contact centre solution and offers the same media-specific skills based routing, advanced reporting and call queuing features that less costly solutions offer and a whole lot more. AACC is a context-sensitive, collaborative, voice and multichannel customer contact solution that allows enterprises to anticipate, automate and accelerate customer interactions.

Agent Efficiency

  • Single Interface for Managing All Customer Interactions. Reduce call volume and improve efficiency when you expand customer interactions to lower cost channels like chat and SMS/text. All channels are managed through a single agent desktop interface.
  • Real time and historical data. The agent desktop provides your agents with the pertinent customer data and historical interaction data across all of the supported channels.


Supervisor and Administrative Efficiency

  • Advanced reporting. Historical and real time displays with dynamic filtering make reading and assessing KPIs easy. Choose from 120 predefined real-time and historical reports, as well as a Report Creation Wizard for creating customised reports.
  • Deploy and Manage with Ease. Simplify your day-to-day management using a single interface for system setup, configuring agents, assigning skill sets, performance reporting, and managing contact flows.


Customer Satisfaction

  • Manage Your Customers` Experience. Get a clear view of customer contact flows, both self-service and agent-assisted with the Avaya Aura Orchestration Designer graphical workflow management tool.
  • Increased contact points. Customers can choose from voice, web chat, SMS text, email, and fax as a channel of contact increasing their options and ease of access.


Scalability and Architecture

  • Virtual Servers. Support for VMware virtualisation software facilitates server consolidation and deployment flexibility, lowering costs.
  • Open standards-based solution. The Avaya Aura Contact Centre SIP-based architecture makes it easy to develop, implement and maintain screen pops reducing time, effort and cost required to launch new capabilities that further enrich the context and information presented to agents.


Business mobile phone solutions


Xima Chronical Multimedia Avaya IP Office Contact Centre Select (ACCS) Advanced Avaya Aura Contact Centre (AACC) Premium
Voice only contact centre
Online management portal
Supplied on a dedicated server
Supplied on a virtualised environment
Cloud / hosted solution
Multimedia contact centre
Work force management
PCI compliant
CRM integration
Advanced application integration
Line connectivity Analogue, ISDN or SIP Analogue, ISDN or SIP Analogue, ISDN or SIP
End points types Analogue, Digital, IP, Softphone, Smart Phone App Analogue, Digital, IP, Softphone, Smart Phone App Analogue, Digital, IP, Softphone, Smart Phone App
Scalability (# users) Unlimited 10 - 400 20 - 5000
Installation West Pier Telecom West Pier Telecom West Pier Telecom
Support & maintenance 16 levels of care options 16 levels of care options 16 levels of care options
Support desk Dedicated helpdesk 24/7* Dedicated helpdesk 24/7* Dedicated helpdesk 24/7*
Software upgrades Inclusive software upgrades As & when or inclusive in support & maintenance As & when or inclusive in support & maintenance
Soft moves and changes Inclusive with 24 Hour support & maintenance contract Inclusive with 24 Hour support & maintenance contract Inclusive with 24 Hour support & maintenance contract
Payment options User based and premise based model Buy lease or pay per user Buy lease or pay per user
*Pricing subject to volume discounts and manufacturer`s offers.

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If you would like to discuss the Avaya Aura Contact Centre or have any questions please call us on 0344 264 5522 or please email us.





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West Pier is a Partner in Customer Excellence, one of only two in the UK, because we have consistently achieved very high scores in customer satisfaction surveys. We provide award winning business telephone systems, networking and communication solutions, support and consultancy services.


Business telephone systems, phone maintenance and networking solutions

Unify all your communications. Access on any device.




Award winning business telephone systems, phone maintenance, networking solutions and consultancy services

Award winning business telephone systems for all your needs.




Video conferencing solutions, award winning business telephone systems, phone maintenance, networking solutions and consultancy services

Cloud telephony based phone systems are highly scalable with minimal start-up cost. Sync your communications with your online systems.




Award winning business telephone systems, phone maintenance, networking solutions and consultancy services

Save up to 80% on call costs by moving your lines over to SIP.



West Pier is fully accredited with ISO 9001:2015

West Pier is fully accredited with ISO 9001

Certificate No 10570