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.

	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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