A robust, multichannel contact centre solution, fully integrated with Avaya IP Office. This solution offers blended multichannel capabilities that intelligently route multichannel contacts (voice - inbound and outbound, email, web chat, SMS and fax) to the most appropriate resource. This solution can be deployed from a single site to up to 150 IP Office locations. Available in the cloud

• Unified agent desktop
• Outbound dialing - an integrated preview and progressive dialler enables agents to reach out to customers
• Call recording
• At-home teleworking arrangements – agents with a laptop or PC and a home or mobile phone can handle customer interactions as if they were in the office
• Customer self-service
• Common, web-based administration capabilities
• Unified reporting - historical and real-time displays
• Skills based routing – customer calls are routed based on language, knowledge, history and availability

Numerous contact options including voice, web chat, SMS text, email, and fax.