Customer relationship management (CRM) affects your entire organization, and the right CRM strategy and solution is integral in meeting the needs of your clients and vendors. Avaya has a full suite of contact center systems, software, and management tools which support everything from call routing and accounting to interactive voice response and predictive dialing. Your SKC Account Executive can help you select the right configuration for your call center needs.

Call Accounting Systems
Avaya's CAS software is designed to reduce telecom operating expenses and increase workplace productivity. Avaya's call accounting software solutions support small and enterprise level applications, with features including custom reporting, connectivity management, directory assistance, cost allocation and bill-back. fraud alarms, and rate plan management. Interactive calling tools match callers to the appropriate agent or department, while IP Agent packages support call center agents working in remote locations.

Avaya Call Center
Avaya's fully integrated telecommunications platform provides a total solution for your sales and service needs. Built upon ACD (automatic call distribution) technology, you can define call routing paths, including virtual routing through multiple contact centers. Avaya Call Center is fully integrated with the Avaya INTUITY™ AUDIX® voice messaging system, the Avaya Interactive Voice Response system, and the entire suite of Avaya Customer Relationship Management Tools. (Formerly called DEFINITY® Call Center)

Call Management System
Avaya CMS provides comprehensive administration and reporting capabilities using a familiar Microsoft Windows interface, letting you monitor and analyze the performance of your contact center applications. CMS (formerly called CentreVu) provides an administrative interface to the Automatic Call Distribution feature of the DEFININTY server, letting contact center managers generate reports, administer ACD parameters and monitor call activity, maximizing service for your customers. More information

Call Recording & Analysis
NICE Analyzer™ makes it possible to have a record for every call center transaction, compiled in one easy-access repository. By integrating voice recordings with agent interactions, call center managers can evaluate customers' experiences, including call duration, transfers and holds, and can resolve claims or disputes that may arise. More information

Predictive Dialing System
Avaya's PDS (formerly called Mosaix™) is a suite of telephony hardware and software designed to automate and synchronized inbound and outbound call center customer contacts. PDS virtually eliminates abandoned calls by effectively connecting agents and customers based on real-time performance information which "predicts" when an agent will be available. More information