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Communication applications
Issue 6 January 2008 153
● Avaya Call Management System (CMS)
● Conferencing systems
● Meet-me conferencing
● Avaya Meeting Exchange Solutions
● Video Telephony Solutions
● Computer Telephony Integration (CTI)
● Application Programming Interfaces (APIs)
● Best Services Routing (BSR) polling
For more information on these applications, see http://www.avaya.com/support.
Call Center
The Avaya Call Center provides a total solution for a customer’s sales and service needs.
Building on the performance and flexibility of the Avaya Communication Manager, customers
can select from a powerful assortment of features, capabilities, and applications that are
specially designed to enhance call center operations.
The objective of this offer, which involves new and existing versions of Avaya servers and
Communication Manager, as well as a host of attached call center peripherals, is to improve
Avaya’s Call Center offers by supporting increased capacities. These capabilities include 6-digit
and 7-digit extensions, LAN backup of Call Management System for the High Availability offer,
and customer requested enhancements to be made available in a single global release.
Avaya Call Center applications are designed to efficiently connect each caller with the
representative who is best suited to serve that caller. Avaya Communication Manager begins
the process by capturing information about the caller even before the call is routed. That
information is integrated with existing databases, and the combined data is used to match caller
to agent.
Avaya Communication Manager integrates with a variety of Call Center applications like the
Avaya Call Management System for real-time reporting and performance statistics, and with
Avaya Business Advocate for expert predictive routing according to incoming calls, not just
historical data.
Call Center applications
The Avaya Call Center solution is built on proven and innovative automatic call distribution
(ACD) technology. This technology offers a suite of call routing capabilities that help agents
handle calls more effectively. Customers can select from a powerful assortment of features,
capabilities, and applications that are specially designed to enhance call center operations:
● Agent Access
● Avaya Call Management System