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Avaya Call Management System (CMS)

Avaya Call Management System (CMS)

Avaya Call Management System (CMS) is an integrated analysis and reporting solution that keeps you in touch with virtually everything that’s going on in your contact center from evaluating the performance of a single agent or group of agents to managing a contact center with multiple locations worldwide.

Features of product

Ценности Business Values
  • Reduce Costs
  • Enhance Staff Productivity
  • Ensure Security and Business Continuity
  • Improve Customer Service
  • Support Decision Making
  • Ensure Compliance
  • Increase Customer Base
  • Generate Business Reports
  • Support Customers
  • Appraise and Train Staff
  • Enhance Competitive Ability
  • Manage Risks

About Product

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.