Avaya ACCS

Avaya has tried to solve all the needs of customers and organizations in the Contact Center Select solution and provide a simple and integrated solution. This solution meets the needs of small organizations to the largest call centers through voice communication, chat, email, fax and SMS.

In the following, we will get to know some features of Avaya's Contact Center Select:

• Possibility of multimedia response through an operator (Omnichannel)
• An operator can answer voice call, chat, and email at the same time (Multimedia Channel)
• Ability to create 10 to 400 users
• Possibility of centralized or distributed implementation
• Ability to answer incoming calls, make outgoing calls and call back
• Ability to integrate with IP Office
• Possibility of redundancy

Skill based routing

You can connect customers' call requests based on the type of customer's needs to the best and most suitable operator who has the skills to respond to the same needs. This operation is done automatically and uses certain methods and parameters. Some of the parameters used in this routing are:

• The type of communication channel through which the customer has logged into the system.
• Similar operator experience in the past in similar conditions with other customers
• Ability of each operator
• Routing based on dialed number
• Routing based on caller ID
• IVR
• Adjusting the ability level of operators based on skills such as expertise, language, availability, experience, etc.
• Ability to set skill level for each system or Agent

Possibility of automatic response (Self-Service)

Customers can benefit from services that can be provided as self-service without having to communicate with the operator. This increases customer satisfaction and reduces the workload of operators.

Advantages

• The user is able to do what he needs without the need for an operator
• Saving time and money for the operator and customers
• Increasing customer satisfaction due to not having to wait in operator queues
• Providing self-service services to customers at any time and any place (hourly operator)
• No need to train operators
• Remove call forwarding
• Reporting and recording conversations

The existence of 50 default reports makes it easy to get the report you want. It is also possible to create reports automatically and periodically or manually in PDF, Excel and CSV formats. All conversations and communications are also recorded in this solution and it is possible to search quickly and easily. Also, in version 7, the report creation wizard has been added to the product. RCW or Report Creation Wizard is a web-based environment for creating reports, where it is possible to submit reports periodically.

Management and cycle of calls and communications

The ability to create flowcharts for incoming calls through the graphical interface, along with the existence of default and simple cycles

Automatic external call

It is possible to make automatic external calls without the need for an operator. This possibility increases organizational income by creating advertising campaigns, special offers and after-sales services.

Variety of implementations

The Avaya Contact Center Select solution has the possibility of integration with all versions of IP Office. IP Office 500v2 or Server and Select virtual versions can be used as a call center.

Redundancy

Business Continuity is a software feature in ACCS that allows having 2 ACCS servers at the same time. A server as an active server manages all calls and processes. The second server can be next to the first server or the Remote site and in case of any malfunction in the active server, it can take over all its tasks. Therefore, this possibility provides Redundancy, Resiliency and Disaster Recovery for ACCS.