Avaya IP Office Contact Centre Select

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Voice and Multimedia Contact Centre Solution. 10 - 400 Agents

A modern call centre needs to allow for multiple channels of communication. Avaya IP Office Contact Centre Select allows contact centre agents to communicate with customers via Text, IM, Email, Voice or Social Media through a single, easy to use interface. Media-specific skills based routing, advanced reporting and call queuing features are just some of ways in which Avaya Contact Centre Select can revolutionise your contact centre.

Agent Efficiency

• Unified Agent Desktop. An easy to use interface makes it easy to communicate with customers regardless of channel. Agents use a single Desktop to manage inbound and outbound voice interactions, as well as email, web chat, text and fax. These interactions can be handled individually or simultaneously depending on an agents` settings.
• Call Recording. Having the option of recording each agent interaction helps improve agent performance and resolve any disputes. Recovering call recordings is easy with the intuitive user interface.

Supervisor and Administrative Efficiency

• Advanced reporting. Historical and real time displays with dynamic filtering make reading and assessing KPIs easy. Customised multi-channel reports can be easily run on a regular basis reducing the time needed to analyse data.
• Script writing feature. The drop down menus in the Orchestration Designer graphical user interface makes developing routing scripts quick and easy.

Customer Satisfaction

• Efficient call routing. Avaya Contact Centre Select has the ability to route voice calls, and multichannel transactions to the most appropriate resource based on language, knowledge, past history and availability, with back up options if the 1st choice contact is busy.
• 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

• Flexible Deployment. Avaya Contact Centre Select is appropriate for a range of deployments, from a single site up to 32 IP Office locations, and facilitates an environment where skills are utilised across an organisation with greater efficiency.
• Virtual Servers. Support for VMware virtualisation software facilitates server consolidation and deployment flexibility, lowering costs.

	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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