CRM
Platform
CRM
Central™
Avaya's CRM Central solutions platform helps companies
to realize their CRM and eBusiness strategies. Through
an integrated approach, CRM Central enables companies to
manage the entire customer-focused business process from
start to finish, resulting in unparalleled customer
service. CRM Central gives companies the flexibility to
manage any type of customer interaction - telephone,
Internet, fax, e-mail, paper documents and the related
business processes associated with fulfilling customer
needs. CRM Central's intelligent work management allows
organizations to maximize resources and lower operating
costs while delivering differentiated customer service.
It dynamically leverages customer and systems
information to intelligently manage work and data; route
it to the appropriate resources and ensure that your
organization meets all customer requirements and defined
service objectives. CRM Central also delivers
unparalleled access to performance metrics that can be
used to refine processes and manage your business most
effectively.
ViewStar
ViewStar 5.0 - With more than 250 customers worldwide
and a strong network of partners, ViewStar continues to
garner industry recognition as one of the premier
technology platforms for process based solutions.
Individual
Service Management
The Avaya CRM Individual Service Management application
adapts your call center's routing to be sensitive to
each customer's previous call experiences and market
segment. Long before they speak to an agent, Individual
Service Management steps in to give special handling to
callers to help you save and build customer loyalty by
personalizing the routing of inbound calls.
Contact
Center Business Intelligence
Contact Center Business Intelligence is a
sophisticated reporting application that creates a
centralized data mart for analyzing your customer
business trends and behavior.
MERLIN
MAGIX™
MERLIN
MAGIX Basic Customer Care
MERLIN MAGIX BCC provides a full array of built-in call
center and call management capabilities for small and
mid size businesses with departmental sales and customer
service operations. Supporting as many as 32 agent
groups and up to 20 agents per group to accommodate
growing needs, MERLIN MAGIX BCC is designed to help
businesses deliver expert or specialized service,
improving customer satisfaction. It also provides tools
to help increase employee productivity and supervisor
effectiveness.
DEFINITY®
DEFINITY
ATM Solutions
Avaya combines the voice, data, and video transport
capabilities of ATM Switching with the advanced call
control, network services, and management capabilities
of the DEFINITY Enterprise Communications Server to
provide a total network Solution: DEFINITY ATM
Networking.
DEFINITY
IP
Solutions DEFINITY IP Solutions deliver solid results
for your business right now-from optimization of
resources and greater efficiency to enhanced
productivity and cost savings. What's more, these
solutions are designed to easily accommodate the growth
and change your organization is sure to experience in
the future-including the advances in e-Business and the
continuing convergence of voice and data.
CentreVu®
CentreVu®
Advocate
With CentreVu® Advocate software and its predictive
technologies, you can implement business objectives
directly into your routing criteria—creating a more
effective call center with greater value to your total
business strategy. CentreVu Advocate aligns your
service, call center resource, and over business
planning strategies with the needs of your customers,
agents, and managers. You no longer have to choose
between increasing operational efficiency and enhancing
customer relationships.
CentreVu®
Virtual Routing
CentreVu Virtual Routing works in tandem with CentreVu
Advocate to replace the traditional method of queuing
calls for the next available agent, regardless of
location, with a more efficient routing method that
reduces network congestion and costs. To get the caller
to the best agent at the least cost, CentreVu Virtual
Routing considers a range of variables - the media the
caller is using, the skill set of the next available
agents in all locations, caller location and likely wait
time, and the time and cost of routing the call - then
selects the best call center for the call.
CentreVu®
Call Management
BCMS
VU™ Software
BCMS Vu Release 2 is a software application that
works in conjunction with the DEFINITY® Enterprise
Communications Server (ECS) Basic Call Management System
(BCMS) software. It is also an integral component in
Avaya's Compact Call Center for DEFINITY ECS and
ProLogix™ Solutions.
BCMS
Vu Release 2 is a management reporting application that
lets you view and evaluate call center activity in
real-time, as well as access historical data, to help
call center managers with staffing and call routing. The
BCMS Vu application resides on a customer-provided PC
running Microsoft™ Windows NT® 4.0 or Windows 95®,
which can operate as a standalone PC or can be upgraded
to a server.
CentreVu®
Call Management System (CMS)
Call center performance is critical to creating and
maintaining market differentiation and competitive
advantage. The CentreVu Call Management System (CMS)
provides the information and management tools to help
you monitor and analyze the performance of your call
center operations, showing where improvements are needed
and where to take fast effective action. By fine-tuning
customer service processes, you can improve operational
efficiency and build stronger, more profitable customer
relationships.
CentreVu
CMS is an optional software application designed for
enterprises that receive a large volume of telephone
calls and have complex call center operations. It is
built upon the DEFINITY® ECS Call Center solution.
CentreVu®
Supervisor
CentreVu Supervisor is an effective management tool that
expands the capabilities of the CentreVu Call Management
System (CMS)-an integrated analysis and reporting
program for monitoring and administering DEFINITY® ECS
Call Centers. CentreVu Supervisor gives call center
managers access to these capabilities and much more-all
from the convenience of a desktop or laptop PC and the
ease of Microsoft Windows®*. It integrates into a data
environment with standard support for TCP/IP Ethernet
LAN connectivity, and also supports serial connections
for remote access from virtually anywhere in the world.
CentreVu®
Visual Vectors
CentreVu® Visual Vectors is a Customer Relationship
Management solution that provides an intuitive graphical
user interface, with Windows® -like capabilities, for
developing and managing Lucent's Call Vectoring feature.
Call Vectoring is a unique call routing and queuing
program available on DEFINITY® call centers that lets
you fine tune your call routing to balance call loads
and improve customer service. CentreVu Visual Vectors
expands the value of Call Vectoring by leveraging the
efficiency of Windows capabilities, such as folders,
drag-and-drop and cut-and-paste functions, and the
simplicity of a graphical user interface and flowchart
format.
CentreVu®
Network Reporting
CentreVu Network Reporting is a software tool that
provides real-time performance data for a network of
call centers. This solution will enable managers to
identify and quickly respond to rapidly changing
conditions.
CentreVu®
Internet Solutions
CentreVu®
Internet Solutions
Avaya's first-of-its-kind CentreVu Internet Solutions
takes the one-on-one call center approach to the next
level and adds a human touch to the Internet
environment. This new and exciting Customer Relationship
Management (CRM) Solution takes Internet commerce and
customer service even further into the future, giving
you a unique approach that delivers great value by
helping you build existing customer relationships as
well as attract new customers. Through CentreVu Internet
Solutions, a customer communicates with your enterprise
to comment on products and services, and/or signal a
need for more information. Customers choose from text
chat, e-mail, Voice over the Internet (VoIP) or callback
to communicate with you in their preferred media. It
allows you to save network costs and agent time by
offloading basic information requests to the Internet,
while allowing customers easy access to "live"
agents when required.
Predictive
Dialing
Mosaix™
Predictive Dialing System
Mosaix Predictive Dialing Systems™ are computer
telephony solutions that automate and synchronize the
outbound and inbound telephone customer contact and
information management activities in call centers. More
that 80% of the Fortune 500 banks and telecommunications
companies use the Mosaix Predictive Dialing System
products and applications.
IVR
(Interactive Voice Response)
CONVERSANT®
System for Interactive Voice Response, Version 8.0
Avaya's CONVERSANT® System V8.0 for Interactive Voice
Response delivers self-service choices to
enterprise-wide Customer Relationship Management (CRM)
solutions. Building on a position as global leader in
Interactive Voice Response (IVR) systems, CONVERSANT
V8.0 Unix-wrapped-in-Windows feature expands on the
existing robust, highly reliable and flexible platform
functionality to deliver advanced customer self-service
solutions.
Voice@Work
Voice@Work is a powerful option package for the
CONVERSANT System for IVR and provides a structured yet
flexible approach to self-service application
development.
Natural
Language Speech Recognition
Natural Language Speech Recognition from Avaya is an
advanced form of speech-recognition that enables your
customers to perform a wide range of self-service
transactions simply by speaking into their telephone.
*Macintosh
is a registered trademark of Apple Computer, Inc., O/S2
is a registered trademark of IBM Corp., Microsoft
Windows, Windows 95, Windows NT, Excel, and Access are
registered trademarks of Microsoft Corp., Novell Netware
is a registered trademark of Novell Inc., UNIXware is a
registered trademark in the United States and other
countries, licensed exclusively through X/Open Company
Ltd.
