Avaya IP Office Contact Center (CCC)

Avaya Contact Center (CCC)

The Compact Contact Center is designed to provide a tightly integrated real time and historic reporting package and wallboard support for IP Office. Avaya Contact Center is a modular contact center solution catering for all contact center sizes from
2 to 75 agents the following modules are available as part of the CCC software application. Avaya IP Office Contact Center enables customers to manage their contact centers more effectively and improve the service they provide to customers.

The Avaya IP Office Contact Center product consists of a set of integrated modules, sharing a common database with IP Office. The benefit of Avaya IP Office Contact Center approach is that there is a single point of configuration, therefore the system is far easier to use and update than traditional call center management tools.

Avaya IP Office Contact Center is uniquely designed for those small and growing companies who want to meet the challenge of great customer service head on, while at the same time producing a manageable ROI back into the business. Avaya IP Office Contact Center gives small businesses the responsiveness to customer needs that was only previously available to large enterprises is what the Compact Contact Center does best, whether you have an informal or formal contact center.

Avaya IP Office Contact Center (CCC) modules provide the user with the necessary tools to facilitate the management of call traffic. These tools are designed to provide a tightly integrated real time and historic reporting package and wallboard support for the eBusiness digital communications platform. The product Avaya IP Office Contact Center(CCC) consists of a set of fully integrated modules sharing a common database utilising Interactive Directory and Database (IDD) technology.

Avaya IP Office Contact Center (CCC) suite of modules consists of the following applications

•Avaya IP Office Contact Center (CCC) Call Center View (CCV):
Avaya IP Office Contact Center (CCC) Provides a management package for telephone based staff and supports any size Customer Facing Department (CFD) or contact center. To effectively control customer service levels, real time human resource management is essential and the Call Center View has been specially designed to manage the CFD’s or contact center’s most valuable and expensive asset – it's people.

• Avaya IP Office Contact Center (CCC) Call Center View Alarm Reporter:
Avaya IP Office Contact Center (CCC) Provides information (for each Contact Center Profile) about alarms that have occurred within the
Compact Contact Center. The detailed alarm information for each directory number is presented
in report format, which can then be printed.

•Avaya IP Office Contact Center (CCC) Wallboard Manager:
Avaya IP Office Contact Center (CCC) Real time information from the call center is essential to react to constantly changing telephone traffic levels and provide excellent customer service. Wallboards allow managers and staff to monitor the service being provided and respond immediately. Wallboards provide current information on the number of calls waiting, response times and service levels. Wallboard Manager provides the ability to drive physical wallboards and PC wallboards.

•Avaya IP Office Contact Center (CCC) PC Wallboard:
The Avaya IP Office Contact Center (CCC) PC Wallboard delivers traditional wall mounted wallboard functionality to the desktop but with the additional benefit of each PC Wallboard agent being able to configure and monitor a personalised view of the contact center. The PC Wallboard also enables agents to increase their productivity and maintain revenue levels with the added benefit of managing customer callback requests.

•Avaya IP Office Contact Center (CCC) Reporter:
This module provides in depth historical reporting on contact center activity. In addition to call
centre information, the Reporter also provides reports individual agent activity. This powerful
package allows individual call records to be stored and reported upon months later.

•Avaya IP Office Contact Center CCC User Access:
CCC User Access allows storage of personal Call Center View and Wallboard settings. It also
establishes user rights and password protection for Call Center View, Wallboard and Alarm
Reporter software.

• Avaya IP Office Contact Center (CCC) Workforce Management – Blue Pumpkin:
Workforce Management Interface allows integrated rostering, forecasting and scheduling
systems to connect across the LAN to a comma separated variable (CSV) file containing a list of
Contact Center related metrics.

• Avaya IP Office Contact Center (CCC) MultiMedia Module:
The MultiMedia Module (MMM), is a customer contact software solution that enables companies
and departments to manage multimedia contacts into and out of the organization. MMM provides
applications that manage Telephony, Web Chat, E-mail and Web Call Back communications

Benefits of the Avaya IP Office Contact Center (CCC)
• Improve customer relationships—get the call to the right person as quickly as possible.
• Enhance agent productivity with tools and inbound call management capabilities.
• Measure your customer service performance—always know how well calls are being handled.
• Manage every measure (manually or automatically) in your contact center using multi-level auto attendants, advanced call queuing announcements, an intuitive Windows® look-and-feel interface for complex scenarios, and customizable voice recording.

What's New With This Release
A significant number of the new features within Compact Contact Center V5 increase the level of integration between Avaya IP Office Contact Center (CCC) and Microsoft CRM. Compact Contact Center V5 now supports Crystal Reports to provide a fast, flexible way to transform and present data in Web and Windows applications for a dynamic, interactive end-user experience. In addition to the 75 existing pre-defined reports, the Compact Contact Center V5 reporting package includes the ability to create three custom reports.

Management by Exception
Avaya IP Office Contact Center (CCC) Call Center View monitors the system and informs the supervisor when a problem has occurred, or is about to occur. With Compact Contact Center, management by exception is fully integrated, using both visual and audible alarms, and allows businesses to customize for their standards of optimal performance.

Management by exception means that agents and supervisors are alerted to problems if and when performance fails to meet predetermined optimal standards.

Customer Interaction Option
Businesses can capture customer information in a group mailbox or a structured interview session. Callers can leave messages, quit the application at any time to speak with a live agent, or can request a callback.

Avaya IP Office Contact Center (CCC), together with VoiceMail Pro, lets businesses offer customers a seemingly limitless range of options.

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