With the patented Avaya Business Advocate application along with Avaya Expert Agent Selection (EAS), customers drive optimal call center performance to meet changing business needs. The Call Center Elite expert routing algorithm software from Avaya Labs lets customers implement complex customer service, agent resource, and enterprise planning strategies as critical formulas in call center operations. Advanced Segmentation further extends the power of Avaya's routing capabilities by utilizing external data for finer customer segmentation.
Because Call Center Elite can integrate with traditional circuit switched, H.323, and SIP networks (as well as hybrid environments), call centers can maintain their investment in existing hardware and software assets. Call Center Elite serves as the foundation for other Avaya contact center solution components: multi-media contact center, proactive contact, self-service, agent performance, and centralized real time and historical reporting.
Call Center Elite and CMS are the core components of the Elite Stack. The rest of the Elite Stack is comprised of:
- Application Enablement Services (AES) is a collection of third-party and first-party call control protocols including TSAPI, JTAPI, and DMCC. These enable off-board CTI applications to monitor and control Call Center Elite routing and agent features on behalf of its clients, providing segmentation routing, screen pop, and multichannel desktops. In Avaya Aura® 7, AES enhancements include:
- ANAV entitled to Application Specific Licensing (ASL)
- Increase in Device Media Call Control (DMCC) scale to 8,000 Instances
- Increase Domain Control Associations to eight (from four)
- High Availability
- Elite Multichannel and Avaya Interaction Center add multichannel capability onto Call Center Elite, which is voice only. Both provide segmentation routing, screen pop, and web chat / email contact routing and handling. Elite Multichannel supports additional channels as well as outbound. Interaction Center supports large scale centers and CRM integration.
- Avaya one-X Agent is a client desktop that provides, in addition to telephony and agent features, screen pop, collaborative browsing, Instant Messaging (IM) access to experts, and accessibility support (508 and softTTY). Its various configuration modes make it valuable as either an in-office complement to the agent’s telephone or a home agent phone replacement (softphone).
