Avaya Call Reporting (ACR) provides a scalable call reporting and contact center solution for small and midsize businesses.
ACR provides the capabilities needed to manage IP Office phone systems and deliver a better customer experience.
Avaya Call Reporting is a modular solution that helps small and midsize businesses to begin with a standard call reporting license and add real-time reporting, contact center and call recording modules as their contact center requirements evolve.
Overview
► Realtime Agent
► Agent Desktop
► Contact Center
Realtime Management
Avaya Call Reporting:
► Unlimited Wallboards
► Agent State Controls
► Queue Call Controls
► Skills Management
► Queue Management
Agent Desktop
Desktop Application:
► Customizable Displays
► Reason Codes
► Skill Enablement
► Screen Pop – API for CRM
► Account Codes & Notes
Skills and QCB
► Easy Setup
► Custom Queue Announcements
► Queue Callback Strategy (Reserve Agent & Wait in Queue)
► Digit Actions (Menu Options)
► Cradle to Grave Reporting
Multichannel Agent
► Multichannel license
► Webchat (Chat Options Per Skill, Custom Chat Display, Code Snippet for Chat, & Cradle to Grave Reporting)
Voice Bundle
► Multichannel Agent – Webchat
Overview:
► Skills Based Routing
► Queued Callback
► Web Chat
► Integrates seamlessly into Cradle to Grave and Standard Reports
Features and Benefits
Real-Time Monitoring: Unlimited configurable wallboards and up-to-the-second agent state visibility provide real-time contact center metrics.
Historical reports: 60 out-of-the-box reports help you measure performance and identify and pursue improvement opportunities.
Multichannel Contact: Customers can interact with businesses via voice calls and web chat.
Skill-Based Routing: Intelligent routing of customers based on skill group and proficiency.
Queue Call Back: Empowers customers to request a call back while maintaining their original position in queue.
Agent Desktop: Track agent productivity with reason codes and empower them to collaborate with supervisors via presence utility.
Call Recording: – Call recording and playback integrated with cradle-to-grave reporting.
Deployment Options: – ACR can be deployed on-premise and via Partner Cloud Powered by Avaya.
ECS is an AVAYA Edge Emerald Level Business Partner located in Seattle, WA & Portland, OR.
ECS provides local technicians for on-site work installing and servicing a variety of voice/data equipment, ie; Low Voltage Cabling, CAT5e/CAT6, Fiber Optic, IP Office Telephone Systems, Voicemail, Telephones, Firewalls, Ethernet Switches, Circuit Extensions, Wireless Networking, Video Surveillance, Point of Sale, Overhead Paging, Avaya Aura Servers, Gateways, etc.
ECS provides services in Washington & Oregon, primarily in the greater Seattle & Portland areas.