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Cloud Call Centre (Cloud CC) is a fully integrated contact center suite consisting of skills based routing, call recording for all agents, outbound dialing, and multichannel (email and web-chat) capabilities including historical and real-time reporting.

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Voice Agent:

This license enables an agent to handle inbound and preview/progressive outbound voice contacts.

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Multi-Channel Agent:

This license enables an agent or supervisor to handle email and web communication.

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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.

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Complete End-To-End Customer Service Strategies

With Avaya 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

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