Avaya Aura Call Center Elite

Todays Contact Center Challenges

How do you best deliver intelligent personalized service to your
customers? Does your contact center have the ability to choose whether
inbound calls go to the least busy agent, the first available agent, or the
agent with the skills needed by a particular customer?
The pressure to deliver positive results that provide a competitive
advantage has never been greater. To achieve that advantage, your
contact center must come through on a number of fronts. In todays
business climate, customer satisfaction is critical to your success. So it is
vital that your contact center deliver intelligent, personalized customer
service. In addition, you need to accomplish more with less. And you
must be able to do all of this while enhancing the business value of each
and every customer interaction.
The right solutions can make all the
difference in improving the ongoing
productivity and revenue potential of your
contact center. They deliver cost savings
by allowing you to converge your data and
contact center applications upon an IP
infrastructure. Effective contact center
solutions provide for optimum load
balancing based upon the work handling
guidelines your company wishes to
implementunder both call surplus and
agent surplus conditions. They make the
most of agent availability, skills, and
experience and integrate readily with
other productivity tools in a multi-vendor
environment. Finally, and most
importantly, superior contact center
solutions lower your Total Cost of
Ownership (TCO) and increase Return on
Investment (ROI).

The Right Call: Avaya Call

Center Elite
Avaya Call Center Elite delivers on all of
these points and many more with flexible,
scalable solutions designed to grow along
with your business. As the market leading
contact center solution, Avaya Call Center

is already in use in a majority of contact

centers around the globe.
Avaya Call Center Basic software is a core
ingredient in Avaya Aura
Communication Manager and allows call
centers to deal with many fundamental
requirements including service
observation and more:
It helps your agents handle calls more
effectively and boosts your call centers
overall level of productivityat a single
site or across an enterprise.
It gives you the ability to choose
whether inbound calls will go to the least
busy agent, the first available agent, or
the agent with the skills needed by a
particular customer.
Every Avaya Aura Communication
Manager system includes Avaya Call
Center Basic, which provides all of the
ACD (Automatic Call Distributor)
functionality required to operate a small,
basic contact center. However, most
Avaya customers opt to enhance their
contact center functionality with Avaya
Call Center Elite.

avaya.com | 1

Avaya Call Center Elite

for every Business,
Large or Small

Maximum Occupancy helps

prevent agent burnout by
helping to ensure agents are less
than 100% occupied.

Avaya Call Center Elite features Avaya

Expert Agent Selection (skills-based
routing) and the full complement of
advanced Call Vectoring (conditional
routing) capabilities. The Elite
package includes Avaya Virtual
Routing for effective load-balancing
across multiple sites, and Business
Advocate to dynamically match each
customer to the optimal agent.

Policy Routing distributes calls to

target groups of agents on a
percentage basis, helping meet
contractual agreements with
outsourcers. This feature can help
ensure fairness to agents by
distributing a percentage of
difficult calls, or revenue-
producing calls,
across the agent population.

Communications for
Increased Performance
Comprised of flexible and integrated
applications, Avaya Call Center Elite
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. In addition,
Virtual Routing capabilities offer
multi-location companies the ability
to maximize resource utilization
across all sites. And, features such as
Local Preference Distribution and
Locally Sourced Music and
Announcements save bandwidth and/
or trunking costs for businesses with
distributed contact centers.
Avaya leads the contact center
industry with features such as:
Service Level Maximizer, which
helps meet service levels across the
business by evaluating service level
targets for each queue in
determining call priority.
Powerful Vectoring capabilities
encompass a wide range of
conditional routing, including
variables, that provide simplification
while offering more flexibility,
particularly for availability/
survivability via resource awareness.

| avaya.com

Interruptible AUX Work helps to

maximize agent utilization and meet
service levels by delivering calls to
agents who are logged in but not
working, if they are classified as
interruptible. For example, an agent
who is taking an on-line course
could be interrupted to take a call
from a priority customer.
Advanced Segmentation allows for
the segmentation of contacts based
on data collected both internal and
external to the contact center,
helping improve first time call
completions and enabling a lowcost screen pop for affordable CTI
implementations.
Server and Gateway Options
provide more processing power for
larger contact centers, and adds
affordable contact center
capabilities at small branch offices
via the G430 Gateway and at midsize offices via the G450 Gateway.
Avaya continues to offer the largest
scale on a single server in the
industry, which means less
administrative overhead and
significantly lower upgrade and
maintenance costs. Avaya supports
10,000 concurrent agents on one
ACD and up to 10,000 agents in a skill
group, facilitating contact center
consolidation.

Integrated Multichannel
Contact Handling
Giving customers the ability to
connect with you through the device
and method of their choice is quickly
becoming a key aspect in delivering a
personalized customer experience.
Todays tech savvy customers might
prefer to send an offline email or
connect with your business through a
web chat session, rather than picking
up the phone and speaking with a live
agent. The key is to deliver a variety
of ways to access your business and
to ensure that interactions are
managed consistently across
channels.
Avaya Aura Call Center Elite offers
optional multichannel handling
capabilities, providing intelligent
agent assignment of email, Web chat,
SMS, Instant Messaging, fax, and
outbound calling in a blended queue
that combines both voice and nonvoice contact types. You can easily
add non-voice channels without
sacrificing the contact center features
or reliability that you have come to
expect from Avaya. And now you can
also make use of the same patented
(including Business Advocate)
algorithms for work as well as
calls.
The Elite Multichannel feature pack
includes simple to deploy screenpops and customer history
information so that agents have the
right information at their finger tips,
allowing them to deliver a more
personalized customer experience.
And multichannel reporting can be
consolidated with existing contact
center reporting using Avaya Call
Management System (CMS) to give
your business a single view of contact
center performance.

Avaya Business
Advocate is Now an
Entitlement
Avaya Business Advocate is the
evolution of contact prioritization and
routing. It is the only adaptive and
predictive answer to every contact
centers dilemma matching the
right contact to the right agent, every
time.

Maximize balance simplify

Avaya Business Advocate is the only
solution that uses patented
algorithms to analyze wait times and
prioritize the handling of preferred
customers. Avaya Business Advocate
best matches each contact with the
skill sets of your agents, directing
each customer to the agent who can
serve them most effectively.
Companies who implement Avaya
Business Advocate can experience a
significant reduction in caller
abandonment, and customers spend
less time waiting for the service they
expect.

Avaya Business Advocate

profoundly improves business
results
Avaya Business Advocate helps you
meet your business objectives with
these advanced capabilities:
Achieve service goals across the
enterprise
Traditional priority queuing interferes
with meeting the service levels
required to maximize profits and
customer loyalty. Higher priority
customers are handled quickly, while
lower priority customers wait in
queue. So as higher priority contact
volume builds, service for lower
priority customers plummets. Thats
how priority queuing can lead to
longer Average Speeds of Answer
and more abandoned contacts for
everyone but the highest priority
customers.

Avaya Business Advocate takes a

different approach. As agents
become available, Advocate predicts
which contact will wait too long be
farthest outside its pre-defined target
service level if its not handled next.
That contact is delivered to the
available agent. With Avaya Business
Advocate, your high-value customers
get fast service yet no one is
forgotten.
When service levels are regulated or
contractual, Advocate can
automatically adjust service level
thresholds to bring in additional
agents sooner to meet the target.
Reserve agents are automatically
invoked as needed to meet a service
level target, helping you avoid costly
penalties.
Look ahead with predictive
algorithms
Avaya Business Advocate is built on
Avaya patented Expected Wait Time
and Predicted Wait Time algorithms.
Expected Wait Time predicts how
long a contact will wait for service.
Advocate can then enlarge or shrink
the size of the agent pool accordingly,
to meet your targeted service level.
Predicted Wait Time predicts when
the next agent will be available when
deciding the right queue to serve.
Every customer is delivered to the
best agent based on customer value,
agent skill, predicted total wait time
and specific service goals. Your
management team can gain greater
control of service levels without
intervening manually.
Avoid supervisor shuffle
Contact arrivals naturally ebb and
flow by customer group. Before
Advocate, supervisors responded to
surges by monitoring traffic at their
computer screens and manually
reassigning agents to meet changing
demand.

Avaya Business
Advocate
As agents become
available, Avaya Business
Advocate intelligently
selects their next contact
based on defined
business objectives.
Unlike standard
prioritization techniques,
Avaya Business Advocate
analyzes events in the
contact center and uses
predictive algorithms
and dynamic resource
allocation to preempt
problems. The result
is increased efficiency
and improved customer
satisfaction.

Like looking in a rear-view mirror, by

the time supervisors respond to a
surge, its too late the statistics they
see have already occurred and
customers have already waited too
long. The result is increased
abandonment rates. Supervisors
struggle with constantly playing
traffic cop, having to remember to
move agents back to their normal
assignments, always busy shuffling
agents instead of managing them
effectively.
With Avaya Business Advocate, when
expected wait times exceed your predefined thresholds, reserve agents
are automatically and instantly
activated as needed. Reserve agents
are then released to their usual duties
when volumes return to normal.
Avaya Business Advocate simplifies
contact center administration, freeing
managers to focus on developing
agents and building more profitable,
lasting customer relationships.

avaya.com | 3

Balance agent utilization fairly

Avaya Business Advocate constantly compares agent availability with call priority and
skill requirements. It distributes calls fairly across available agents, taking the whole
agent and their recent workload into account. Now you can achieve your service level
objectives while balancing agent workloads, eliminating agent burnout and
dissatisfaction.

Flexible, scalable, integrated

Avaya Call Center contains highly flexible applications that leverage your investments in
other productivity initiatives. Avaya Call Center software provides rich, reliable
functionality whether you choose to use traditional TDM, or IP-based infrastructure
using H.323 or SIP.

Proven technology, proven approach

Avaya Call Center Elite takes full advantage of our recognized strength in voice
heritage, application development, global services and leadership position in the
industry.
And, Avaya Global Services provides a suite of options designed to give you maximum
flexibility in choosing the services needed to best support the unique needs of your
contact center and your business.

Agent Efficiency and Effectiveness

Avaya Call Center Elite provides a fully integrated contact management solution that
empowers your agents to deliver competitive customer service, helps to lower
operating costs, increase agent efficiency and effectiveness, and helps you make the
most of every customer interaction. With Avaya Call Center, you have a powerful
assortment of features, capabilities and applications to meet all of your contact center
needs.

Learn More
To learn more about Avaya Contact Center solutions, contact your Avaya Account
Manager or Avaya Authorized Partner or visit our web site at avaya.com, and select
Contact Centers.

About Avaya
Avaya is a global
provider of business
collaboration and
communications
solutions, providing
unified communications,
contact centers,
networking and related
services to companies
of all sizes around
the world. For more
information please visit
www.avaya.com.

| avaya.com

Avaya Leadership
More businesses worldwide have trusted Avaya to deliver their
mission-critical contact center solution than any other vendor.
Avaya has the distinction of being:
#1 in Contact Centers worldwide1
#1 in IP Telephony worldwide2
#1 in Unified Communications worldwide3
1

Worldwide: Gartner, Inc, Market Share, Contact Centers Worldwide, 2011, D. Kraus, March, 2012

Worldwide: DellOro Group, Enterprise Telephony Report, 1Q12, June, 2012

Worldwide: DellOro Group, Enterprise Telephony Report, 1Q12, June, 2012

2012 Avaya Inc. All Rights Reserved.

All trademarks identified by , , or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc.
11/12 GCC2353-08