Contact Management

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• Active Telephony

Avaya Active Telephony is a set of CTI capabilities and desktop productivity tools designed to enhance a user's call center and/or telephone activity.

• Application Enablement Services

Application Enablement Services provide a set of APIs and services that expose the functionality of Avaya communication solutions to application developers and integrators.

• Business Advocate

Business Advocate offers contact center managers and customer service executives a new methodology for intelligently automating alignment of enterprise objectives with agent and management performance as well as customer needs.

• Call Center

Avaya Call Center simplifies customer management, contact center administration, results tracking, and agent training. It offers conditional (if/then) call routing that makes use of context-based inputs, coupled with versatile resource selection capabilities.

• Computer Telephony

Avaya Computer Telephony is the CTI server software that integrates voice and data between the customer's Communication Manager Server and their business application environment on a Windows server.

• Contact Center Express

A multi-channel, high-volume software solution that meets the intelligent routing and computer telephony integration (CTI) needs of medium-sized contact centers.

• Contact Center On Demand

Contact Center On Demand, based on Avaya Call Center Elite, allows businesses with as few as 30 agent stations to deploy rich contact center functionality previously available to only large enterprises.

• IP Agent

IP Agent enables agents to work from any PC, anywhere, as long as they can connect to the corporate network. Agents have access to the full range of Avaya agent capabilities using a graphical user interface that works via standard drag and drop conventions.

• IP Telephony On Demand

IP Telephony On Demand delivers feature-rich IP telephony functionality and benefits in a fully managed, hosted deployment model.

• Interaction Center

Interaction Center multichannel contact management platform enables businesses to better align real-time contact center operations with business objectives, enabling execution of superior customer service at a lower cost.

• Network Routing

Provides a network pre-route solution for customers who desire call-by-call routing from US service provider networks to their distributed call centers to optimize their ability to enhance customer satisfaction, improve agent productivity, and reduce operational costs.

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