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Avaya Aura Contact Center Software Review


Additional Avaya Contact Center Capabilities

Mobility and IVR

Avaya Aura Contact Center software offers enterprise access from mobile phones and tablets through Avaya one-X Mobile. One-X Mobile is available for Apple iPhone, Google Android, RIM Blackberry, and Nokia/Symbian. It gives users access to visual voicemail, corporate directory, aggregated presence, VIP lists, and synchronized call logs and contacts.

Avaya one-X Agent is a desktop software application for on-site and remote agents. It gives agents -especially those working from satellite offices or home- conference, transfer and supervisor assistance capabilities. Instant messaging allows agents to reach experts anywhere in the company and embedded desktop sharing allows supervisors to view or take over agent desktops when there are problems.

Interactive Response and Voice Portal are Avaya's IVR systems. They can answer calls, ask questions and answer questions in a synthesized or prerecorded voice. Both IVR products can do this as stand-alone solutions, connected to a public switch network, or from behind an on-premise switch with proprietary, open standards and custom applications. It works for incoming calls and outbound dialers to provide automated alerts and notifications.

Social Media

An enterprise, multi-channel contact center software application should be capable of monitoring the social Web to identify mentions of a brand, company or product on social networks or the blogosphere. Automated tools can scan for specific keyword references, filter out noise and spam, attribute relevance analysis and deliver only relevant posts that require attention.

Avaya Aura Contact Center integrates with Avaya Social Media Manager to monitor, detect and categorize social media mentions or comments so that they can be prioritized and routed to the contact center for agent follow-up. Social Media Manager sends interactions from social networks (i.e. Facebook, Twitter, RSS feeds, blogs, etc.) into Avaya Contact Center for agent handling. It also provides Advanced Text Processing for language identification, relevance, spam and data categorization, and features a Social Media Context tool for sentiment analysis. Agents then have a clearer picture of how each customer is discussing or interacting with the company through social media. Agents can view this information on their desktops along with suggested responses.

Contact center agents can be selected to respond to social media posts based on their skills and knowledge or keywords used in the social media posting. The automated tools can also tap into the contact center database as well as back office reporting systems to potentially identify an anonymous or unnamed social media profile based on their e-mail address, Twitter handle, or other identifiable data that your company may have in its records. Past customer history can also be delivered to the agent as part of the contextual information for the agent to review.

Integrating social media to the contact center is still fluid and strategies must precede software configuration. To this end, Avaya also offers Social Media Strategic Consulting to design and deploy a social media plan according to or in conjunction with a company's marketing or customer service plans.

While some advanced social media capabilities such as online communities, peer to peer based help forums, internal micro-blogging networks and packaged integration of social profiles with third party data append services (i.e. Hoovers, D&B, etc.) are absent, Avaya is nonetheless making significant social media progress. If they continue to innovate in this area, they may very well achieve a leadership position with a capability increasingly important to contact center software buyers.

Workforce Management

Avaya Aura Workforce Optimization (WFO) is actually a suite of software applications used to analyze and optimize agent interactions throughout the contact center. The WFO solution provides contact centers with the agent and customer interaction information they need to better understand business processes and bottlenecks as well as improve both labor allocation and the quality of customer service. WFO is built in and does not require the separate configuration and licensing of DMCC, TSAPI and CTI licenses.

WFO monitors agent and customer behavior and analyzes root causes of customer dissatisfaction in order to eliminate scripts and processes that are not working. Additionally, Workforce Optimization analyzes the volume of work each agent handles and how well they handle it to schedule employees most effectively. This includes scheduling high volume agents at peak hours and balancing a wide variety of agent skill sets in scheduling.

Workforce Optimization also provides Contact Recording and Quality Monitoring allowing managers to listen to calls and monitor agents' onscreen activities. Additionally, Speech Analytics searches for call content trends for comparison to customer satisfaction for further root-cause analysis. Companies can also design their own customer feedback surveys with Avaya Workforce Optimization.

Avaya WFO is not a full featured workforce optimization solution, however, effectively meets the bulk of needs for midmarket contact centers, and empowers those service organizations to evolve from queuing and routing to more advanced resource selection and case assignment.

Reporting and Analytics

The Avaya Aura Contact Center reporting and analytics platform is called Avaya IQ. It consolidates information from both sides of contact center interactions – agent and customer – to deliver reporting and analysis. When Elite is integrated with Avaya Contact Center, Avaya IQ can deliver consolidated reporting on both the Elite voice and Avaya Aura Contact Center multimedia interactions.

Avaya Aura Contact Center includes dashboards that support cross-tab, drill down and roll up and over 120 packaged reports in the areas of agent performance, contact center performance, call recording and quality monitoring, channel interactions, multimedia reports, outbound reports and administrative reports. A report creation wizard is available to tailor reports. The wizard is very easy to use, but also limited in flexibility.

Managing traditional metrics such as agents' seat time or the number of calls managed during a shift is important, but only one aspect of understanding contact center performance and customer satisfaction. To this end, Avaya also has a customer analytics program called Operational Analyst. It collects data into a centralized customer data repository with an entire history of each customer's transactions and communications to give the company an idea of that customer's lifetime business value.

Avaya Aura Contact Center reporting covers the basics well, but doesn't step up to advanced analytics such as data warehousing, data mining, data modeling and predictive or pro forma analytics. However, in fairness, only a few of the market leading contact center software applications do step up to this advanced level of business intelligence.

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