Deliver a unified and highly personalized customer experience that builds your brand and fosters long-term loyalty. Avaya Aura® Call Center Elite helps to ensure the right resources are readily available to your customers. Enable your business to handle all types of customer interactions more efficiently. With intelligent routing and resource selection features, you can determine if customers should be served by the least busy agent, the first available agent, or the agent with skills that best match your customer’s needs. Serve your customers and prospects through their preferred contact channel. With a single pool of agents, regardless of location, you are equipped to deliver the right customer experience every time.

• Provide Your Customers with a Seamless Experience Across Channels. Among consumers, 68% say they expect the information they give an organization in one place to be available in another—and 80% say agents should be instantly familiar with contact history. Now you can personalize your customers’ experiences by sharing details like customer history and screen pop data across contact channels.
• Add Lower Cost Customer Service Channels. Reduce call volume and improve contact center efficiency by moving interactions to lower cost channels such as email, chat, SMS, and social media.
• Improve Your Contact Center Performance. Analyze historical and real-time reporting data to improve and maximize customer experiences, quickly adapting your contact center to respond dynamically to business and customer needs.

Avaya Aura® Call Center Elite Multichannel is a Microsoft Windows-based software suite. Companies can use this software suite to turn one-dimensional call centers into powerful multimedia contact centers. Call Center Elite Multichannel uses the phantom call capability of Communication Manager by which customers can make contact through phone, email, text message, or instant message. Whether your customers communicate on mobile, emails, or chat, their communication is routed by identifying the agent using a phone call. The emails, SMS, or chat messages are then directly forwarded to the agent identified using this call. The agent can also reply using the same method of communication. Easy to implement and simple to use, Call Center Elite Multichannel also delivers: • Out-of-the-box desktop applications for supervisors • Framework applications including intelligent routing, interaction data, and centralized configuration • Automated or agent-initiated outbound preview dialing • Powerful application development tools for complete customization and integration • Simple and fast wizards for desktop screen pop-ups and routing rules The Call Center Elite Multichannel multimedia technology uses the phantom call capabilities of Communication Manager to deliver non-voice work items to contact center agents. Phantom calls are generated using the Computer-Telephony Integration (CTI) application. This application has no physical station as an originating point. The multimedia suite blends emails, SMS, and web-based customer inquiries with inbound calls.

The Core of Your Unified Communications and Collaboration Solution

• Start your move to unified communications and collaboration with Avaya Aura® Communication Manager. Voice, video, messaging, and customer contact applications converge on a single network, to spread intelligent and flexible communications throughout the organization.
• Enable employees to take care of business more easily and quickly—because your staff at headquarters, remote branch offices, and on the road will all be using the same enhanced communication capabilities.
• Extend conferencing, mobility, video, and collaborative applications to everyone in your organization. Avaya Aura® Communication Manager adapts to SIP, H.323, digital, and analog. And this means your current network won’t stop you from moving to unified communications and collaboration.

• Communicate and Collaborate with Anyone, Anywhere. Extend your collaborative communications across time zones and regions to mobile phones, conference rooms, contact centers, and more. • Reliability at Your Fingertips. All communications are consistent and reliable with configurable redundancy, virtualization, and fault tolerance. • Designed for IT and Employees. Common capabilities, features, applications, and administration make learning easy for IT and employees while reducing the cost of ownership.

Give Your Customers an Experience That No One Else Can

1. Engage with your customers when and where they want on the devices of their choice. Every customer interaction holds the promise of making a positive impression and advancing your competitive advantage.
2. Connect with customers in new ways, taking advantage of all the popular channels available with Avaya Aura® Experience Portal—including mobile, voice, video, email, and SMS text.
3. Orchestrate a personalized interaction with each customer. Even when you have hundreds, thousands, or millions of customer connections, you can design and manage all the different interactions from a single multichannel application platform.
4. Be as mobile as your customers. Deliver a seamless, persistent customer experience with mobile capabilities. Dynamic menus let customers check order status, connect with tech support, talk to a live agent. Customers hear estimated wait times and the option to receive a return call. Full context is provided to the agent, so the agent is always prepared to assist customers.
5. Support self-service consumers through low-effort apps. Deliver contextual information to an agent so a customer can easily transition from one channel to another. Your agent sees all information that the customer already provided.

• Give Customers the Freedom to Choose. An omnichannel customer experience lets customers use their favorite channels and devices to connect with your agents. Give them options to connect by phone, mobile, email and SMS services. • Personalize Your Customer Interactions. Give your customers powerful, unique service experiences with multi-party conferencing, intelligent routing, and pre-identified customer preferences. • Upgrade Customer Experiences Without Upending Your Infrastructure. Your infrastructure investment is safe. Let customers have the experiences they crave by adding a standards-based platform that integrates with your existing infrastructure.

Built on the performance, reliability and flexibility of the Avaya Aura® platform, Avaya CMS delivers real-time monitoring and historical reporting for Avaya Call Center Elite solutions including Elite omnichannel information, custom reporting, task scheduling, exception notification, threshold warning, administration and configuration, and long term ACD data storage. Increase the efficiency of your call center Optimize performance across multiple channels. Improve service levels and increase agent efficiency by monitoring and reporting response times across Avaya Aura® Call Center (CC) Elite systems and non-voice channels. A simple extension to your CC Elite system, Elite Multichannel enables response time reporting and monitoring that can increase agent efficiency for voice, e-mail, fax, web Chat, SMS text or social media customer contact. Manage dynamic call volumes without adding staff. Monitor and analyze everything from wait times and average answer speeds to the percentage by which abandoned call times have decreased in the past year. CMS measures up to 24K trunks, providing administration ease and increases reporting accuracy. Make a well- informed decision based on real-time CMS data to redirect calls on-the-fly or to redistribute expensive human resources. Increase performance, minimize costs or develop new or improved procedures by leveraging historical data. Enhance productivity while controlling costs. Realize a quick return on your CMS investment. Easy to deploy, CMS helps maximize the success of marketing and customer service campaigns. Continue benefitting from your investment over time by leveraging historical data to analyze trends and to establish performance benchmarks.