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| Products > Avaya > Proactive Contact |
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| Proactive Contact |
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| Avaya Proactive Contact allows agents to reach more customers, more quickly and more profitably through the use of automated technology and applications for outbound communications solutions. In addition, Proactive Contact gives your organization the ability to proactively reach out to your customers with timely information they need and appreciate, helping you to build stronger relationships. |
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| Avaya Proactive Contact is a suite of hardware and software that enable proactive, opportunistic management of customer relationships within the contact centre. This solution delivers best-in-class efficiency and effectiveness to today's call centre, as it optimally manages calls to and from customers. Whether a calling mission requires inbound, outbound or blended solutions, Avaya Proactive Contact provides unparalleled technology to meet the demands of every customer's business. It contains a superior call pacing algorithm called Cruise Control that ensures the automatic control of Service Levels, thus resulting in increased agent productivity that delivers a better return on investment compared to legacy dialling systems. |
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| The Proactive Contact solution has applications to boost a call centre's efficiency and effectiveness, and these can be managed with powerful decision-making tools. Customers will achieve more transactions per hour, deal more positively and effectively with their customers, raise performance and productivity of both agents and call centres, and do so with a return on their investment that is quite remarkable. |
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| These world class systems provide robust tools to optimize profitability in the contact centre - efficiency tools include superior voice detection technology, for example, to help drive down agent idle time and increase right party connects. Effectiveness tools, with features that allow agents personal ownership of selected accounts, help deliver on promises to pay or buy, and encourage fewer abandons. |
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| Avaya Proactive Contact offer delivers an extensible and scalable solution that builds on the superior call detection, pacing algorithms and agent blending functionality of previous versions of the system. Most significant is the new "State of the Art" dialling algorithm - Cruise Control, which provides measurable gains in Agent and Supervisor productivity, while allowing you to meet Federally (FTC) mandated "Nuisance Call" requirements, and simultaneously giving you automatic control of Service Levels. All this in addition to improving and building on the ability to use shared calling lists that allow you to run jobs using a calling list residing on another Proactive Contact System. Multi-dialler capabilities also provide Multi-Dialler Agent Login Management. This allows logins and passwords created on one dialler to be populated on all of the customer's diallers across the enterprise. All resulting in optimized contact centre performance and profitability.
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| Supervisor Editor |
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| The Proactive Contact Supervisor Suite comprises of numerous applications that give the user the ability to manage and efficiently run the Proactive Contact System. The Supervisor Suite includes the: Supervisor Editor.. |
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| Supervisor Monitor |
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| The Monitor component of the Supervisor Suite provides a real-time, intuitive view of system, job, and agent statistics. Supervisors can monitor as many system, job, or agent activities (single or group) as desired; including current call results... |
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| Supervisor Analyst |
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| Supervisor Analyst is a very powerful query, report, and analysis tool for your Proactive Contact system. Analyst is a combination of Crystal Reports, one of the industry leading query and reporting tools from Seagate Software... |
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| Supervisor Health Manager |
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| The Health Manager is a Microsoft Windows-based client application that provides a major serviceability enhancement consistent with Avaya initiatives. It replaces the snapshot command-line view of system services health ... |
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| Agent API |
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| With the Agent API SDK, you are able to build customized agent applications that meet your Contact Centre's specific needs. Agent API is built on the Microsoft Component Object Model (COM) standard.... |
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| Avaya Proactive Contact Event Services API |
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| With the Avaya Proactive Contact Event Services API, you are able to build applications that need to be notified in near real-time with events occurring within the dialler... |
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| Avaya Proactive Contact Agent |
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| The Avaya Proactive Contact System Agent allows you to click icons or select menu commands to perform various tasks, such as put a customer on hold, transfer .. |
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| Internet Monitor |
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| With Internet Monitor, a virtually unlimited number of monitor-only workstations can be established via the Internet. This can be accomplished from any computer equipped... |
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| Agent Blending |
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| As inbound volume increases, our sophisticated call-blending applications smoothly transfers available calls to the blended inbound or outbound team... |
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