Voice Agent:
This license enables an agent to handle inbound and preview/progressive outbound voice contacts.
Multi-Channel Agent:
This license enables an agent or supervisor to handle email and web communication.
Supervisor:
This license enables a reporting supervisor to manage agent activities and reports. A voice agent license is also required to enable a supervisor to handle inbound and preview/progressive outbound voice contacts.
Complete End-To-End Customer Service Strategies
With Avaya IP Office™ Contact Center, you can implement a comprehensive end-to-end customer service strategy
to help make your business a customer’s first choice. This fully integrated suite delivers a variety of benefits:
Maximize the value of every interaction by delivering consistent, personalized service and identify cross selling and up-selling opportunities
Create stronger customer relationships by enabling every employee to be a customer advocate, to provide exceptional customer service across the entire business
Deliver the right service at the right level, anytime, anywhere through skills-based routing and multichannel capabilities
Increase first contact resolution by applying segmentation strategies to optimize customer handling — eliminating the need for customer calls such as: “I am contacting you again about…”
Improve employee productivity by giving them the tools they need to proactively reach out to customers to offer new opportunities or to resolve issues