AVAYA IP Office Compact Contact Center

Avaya IP Office Compact Contact Center (CCC) modules provides the necessary tools to facilitate the management of call center traffic. They are designed to provide a tightly integrated real time and historic reporting package and wallboard support for the eBusiness digital communications platform. The product consists of a set of fully integrated modules sharing a common database utilizing Interactive Directory and Database (IDD) technology.

The suite of modules consists of the following applications:

• Call Center View (CCV):
  Provides a realtime management package for telephone based staff and supports any size Customer Facing Department (CFD) or contact center. To effectively control customer service levels, real time human resource management is essential and the Call Center View has been specially designed to manage the CFD's or contact center's most valuable and expensive asset - it's people.

• Call Center View Alarm Reporter:
  Provides real time & 7 day historic information (for each Contact Center Profile) about alarms that have occurred within the Compact Contact Center. The detailed alarm information for each directory number is presented in report format, which can then be printed.

• Wallboard Manager:
  Real time information from the call center is essential to react to constantly changing telephone traffic levels and provide excellent customer service. Wallboards allow managers and staff to monitor the service being provided and respond immediately. Wallboards provide current information on the number of calls waiting, response times and service levels. Wallboard Manager provides the ability to drive physical wallboards and PC wallboards.

• PC Wallboard:
  The PC Wallboard delivers traditional wall mounted wallboard functionality to the desktop but with the additional benefit of each PC Wallboard agent being able to configure and monitor a personalized view of the contact center. The PC Wallboard also enables agents to increase their productivity and maintain revenue levels with the added benefit of managing customer callback requests.

• Report Manager:
  Provides in depth historical reporting on CFD or contact center activity. In addition to call information, the Report Manager also reports agent activity. This powerful package allows individual call records to be stored and reported upon months later.

• CCC User Access:
  CCC User Access allows storage of personal Call Center View and Wallboard settings. It also establishes user rights and password protection for Call Center View, Wallboard and Alarm Reporter software.

• Workforce Management - Blue Pumpkin:
  Workforce Management Interface allows integrated rostering, forecasting and scheduling systems to connect across the LAN to a comma separated variable (CSV) file containing a list of Contact Center related metrics.

• MultiMedia Module:
  MultiMedia Module (MMM), is a customer contact software solution that enables companies and departments to manage multimedia contacts into and out of the organization. MMM provides applications that manage Telephony, E-mail and Web Call Back communications. For installation of MultiMedia Module, refer to the separate Installation Manual.