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