Avaya IP Office Contact Centre

This multichannel contact centre solution is designed for mid-market businesses. It is optimised for use with Avaya IP Office software and enables blended multichannel capabilities to enhance and expand customer communications.

  • Integrates voice, email, and web chat channels; add new channels as your objectives evolve
  • Distributes contacts to employees based on your pre-defined processes; routes customer inquiries to the employee best able to handle them
  • Enables you to define and prioritise customers
  • Voice and self-service solutions – allows customers to serve themselves, leading to more satisfied customers and a marked decrease in employee workloads
  • Targeted multichannel outbound voice and email campaigns, telemarketing campaigns
  • Online monitoring and historical reports
  • Call recording
  • Interactive Voice Response (IVR)
  • Agents have the choice of a windows or browser based client - connect over the internet only a headset required

How It Works