Solutions

CONTACT CENTERS

Avaya Aura Platform provides a foundation for advanced unified communications and contact center solutions throughout an enterprise.

Avaya Aura Platform

Foundation for Enterprise-wide Collaboration 

Avaya Aura Platform provides a foundation for advanced unified communications and contact center solutions throughout the whole enterprise. Integration and delivery of voice, video, data, and web communications applications/services are made possible without any limits to time and location. With solid reliability and adaptability, Avaya Aura Platform supports new collaboration capabilities, applications, and customer services immediately. Clients can choose from more than 700 features and an ever expanding, customizable applications portfolio; in addition to count on unrivaled scalability and flexibility to support everything from click-to-dial video conferencing to sophisticated contact center systems, in locations from small branches to corporate headquarters.

1. Cost Effective
Communications streamlined through a single solution that covers the scale across all locations large and small; reduces overhead costs for administration; optimizes bandwidth; virtualizes core communication capabilities; and, keeps everyone connected regardless of location.
2. Resilient
Availability of platform configuration up to 99.9%, allowing client’s business communications and customer contact solutions operational continuity; always maintaining a dependable and consistent link
3. Investment Protection
Continued movement across digital, IP, and SIP-based solutions with core and application upgrade paths that renew and extend client investments.

Features and benefits

Flexibility from the Core to the Outside World. Mobile users, multi-channel communications, and collaboration across your organization make flexibility in the core of your network fundamental to your success. Use an award-winning session management core that provides dynamic access to applications and services based on the 'need', not location. At the same time, extend global management and security across your network, whether that network reaches across town or around the world.
Improve Customer Service. Streamline your customer contact center with powerful tools and agent clients that support voice, web chat, email, and video chat. See customers' interaction histories and social media postings as well as a list of company experts available to help answer questions; all with the reporting and data capture necessary to make tomorrow's operations even more successful than today's.
Mobilize Your Workforce, Regardless of Location. Turn bring-your-own-device requests into a competitive advantage. When you are mobile, have the same secure communication featuresincluding voice, presence, messaging and conferencing: just like when you are in the office.
Let the Collaboration Begin. Keep your team engaged, interactive and working together with audio, video, and web-based conferencing that drive the velocity of your business. Invoke applications with a simple click, making ad-hoc collaboration in real-time as simple as a swipe on your screen. Reallocate bandwidth on the fly to accommodate video demands, and get the video quality you need without disrupting any of your other communications.
Flexibility and Adaptability for a Changing World. Start with exactly what you need and then increase capacity and capabilities as you grow. Connect up to 250,000 endpoints, and handle more than 50,000 call completions per minute across a global network. Add new applications as you need them.


Interactive Intelligence

Complete Business Solutions with Interactive Intelligence
Locus provides an all-in-one contact center platform for multichannel interactions for clients, enabling unified communications for scalable, application-rich IP PBX, messaging, conferencing and collaboration throughout the enterprise. Locus solutions are boundless and adoptable to client needs; available in the cloud, on-premises, or as a managed service. Clients can benefit from business process automation for control over multi-step people-centric processes, clear visibility into operations, and enterprise content management that handles even the most extensive information volumes.


Single Fully-Integrated Contact Center Solutions
When calling a contact center, customers expect nothing less than a prompt and efficient service experience. With Locus Customer Interaction Center™ (CIC) from Interactive Intelligence, delivery of exceptional customer can be guaranteed. 


Implementation Flexibility
Interactive Intelligence offers a choice of flexibility between: complete on-premise solution, cloud solution at a fixed monthly cost, or a managed service. Clients can even seamlessly migrate their cloud solution to on-site without downtime or lost applications.


Exceeding Customer Expectation and Enhanced Loyalty
CIC solution allows highly personalized, all-in-one approach to customer care; an integrated approach to accurately anticipate and exceed customer expectations.

  • Variety of choice for contact options - voice, email, fax and chat, as well as SMS, Video, business objects, and social media
  • Faster connection of customers with knowledgeable agents
  • Creative outbound campaigns to build brand and customer loyalty - new revenue streams
  • Improved agent training performance – including remote agents
  • Service levels and customer satisfaction enhancement through real-time monitoring and full-time operational visibility
  • IP networks, voice over IP (VoIP) and cloud through clear path architected on the SIP standard
  • Efficient support for at-home agents, remote locations and mobile employees


Improved Operational Performance and Enhanced Customer Service Experience

  • PBX/IP-PBX
  • ACD/Multimedia Queuing (Voice, e-mail, Web, Video)
  • Quality Monitoring and Reporting
  • IVR and self service automation
  • Knowledge Management
  • Workforce Management (WFM)
  • Strategic Planning
  • Real-time Speech Analytics
  • Outbound Dialing
  • Multichannel Recording
  • Screen Recording
  • Agent Scoring
  • Multi-site Routing
  • Customer Satisfaction Surveys
  • Business Process Automation