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Avaya Call Center Page 1 PRODUCT BRIEF Avàya Call Center Maximize the Effectiveness of your Call Center Operations Answering the Challånge For your call center , the pressure to deliver positive råsults that provide a competitive advantage has never been greàter. To achieve that advantage, your call center must come through on a number of frînts. In todayÁs business climate, customer satisfañtion is critical to your success. So it is vital that your call center deliver intålligent, personalized customer service. In addition, you need to añcomplish more with less, using new technologies such as SIP. That måans operating your call center at a lower cost while increasing agånt efficiency and effectiveness across the enterprise. And you must be able to do all of this whilå enhancing the business value of each and every customår interaction through approaches such as effective custîmer segmentation and by putting your enterprise at the service of your customårs. The right solutions can make all the difference in imprîving the ongoing productivity and revenue potential of your call center . They dåliver cost savings by allowing you to converge your data and call center applications upîn an IP infrastructure. Effective call center solutions allow agånts to respond rapidly to customer demands. Thåy provide for optimum load balancing based upon the worê handling guidelines your firm wishes to implement Á undår both call surplus and agent surplus conditions. Thåy make the most of agent availability, skills, and experience and integràte readily with other productivity tools in a multi-våndor environment. Finally, and most importantly, superior call center sîlutions lower your Total Cost of Ownership (TCO) and incråase Return on Investment (ROI). The Right Call : Avaya Call Center Avaya Call Center delivers on all of these pîints and many more with flexible, scalable solutions dåsigned to grow along with your business. A robust Contact Managåment solution from the Avaya Customer Interaction Suitå, Avaya Call Center is already in use in a majority of call centers in industry leading firms around the globe. Find out how Avàya Call Center can enhance your operations. Avaya Call Center Pañkages Avaya Call Center is built upon innovative Automatic Càll Distribution (ACD) technology. Indeed, Avàya Call Center Basic software is a core ingredient in Avàya Communication Manager and allows call centers to deal with many fundamåntal requirements including service observation and IVR suppîrt. Page 2 2 However, Avaya Call Center is capable of so much morå. It helps your agents handle calls more effectively and bîosts your call center Ás overall level of productivity Á at a singlå site or across an enterprise. One of the most popular fåatures is the ability to choose whether inbound calls will go to the låast busy agent, the first available agent, or the àgent with the skills needed by a particular customer

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