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| Products > Avaya > Communication Manager > Contact Centre ACD |
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| Contact Centre ACD |
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| The right technology solutions can make all the difference in improving the ongoing productivity and revenue potential of your call centre. Effective call centre solutions allow agents to respond rapidly to customer demands. They provide for optimum load balancing based upon the work handling guidelines your firm wishes to implement-under both call surplus and agent surplus conditions. They make the most of agent availability, skills and experience and integrate readily with other productivity tools in a multi-vendor environment. |
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| Finally, and most importantly, superior call centre solutions lower your Total Cost of Ownership and increase your Return on Investment. |
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| Avaya Call Centre delivers on all of these counts and many more with flexible, scalable solutions designed to grow along with your business. A robust Contact Management solution from the Avaya Customer Interaction Suite, Avaya Call Centre is already in use in a majority of call centres in industry-leading firms around the globe. |
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| Avaya Call Centre is built upon innovative Automatic Call Distribution (ACD) technology. |
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| Indeed, Avaya Call Centre Basic software is a core component of Avaya Communication Manager, and it allows call centres to deal with many fundamental requirements, including service observation and support for Interactive Voice Response (IVR). |
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| However, Avaya Call Centre is capable of so much more. It helps your agents handle calls more effectively and boosts your call centre's overall level of productivity-at a single site or across an enterprise. For this reason, most Avaya Communication Manager customers opt to enhance their call centre functionality using one of three robust Avaya Call Centre packages. One of the most popular features is the ability to choose whether inbound calls will go to the least busy agent, the first available agent, or the agent with the skills needed by a particular customer. |
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| Avaya Call Centre is available in three scalable packages designed to suit the particular needs of your business. |
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