AVAYA Call Center Elite Integration

Agent ComScreen

In order to support the daily work of the agents in the best possible way, esuits² SPC offers the following additional functionalities via the “Agent ComScreen” module:

• Grouping of the call center into business units and related departments
• Real-time display of the capacity utilization of the call center
• Real-time display of registered agents and supervisors including their status
• Chat communication between registered agents, supervisors, and groups
• Dynamic selection of the agent role during the agent registration process
• Dynamic adjustment of agent role /skill set during an active session
• Virtual “Raise Your Hand” function to support home office situations
• Call-Observation for supervisors

Task Management

The following additional functionalities for the AVAYA Elite Call Center can be offered via an innovative task management module:

• Lost Call Monitoring
• Call Back Assist
• Proactive Outbound Manager

All tasks are either displayed in corresponding task lists for authorized agents or can be assigned to available agents for automatic processing.

Digital Channels

 Using ReplyOne from our partner Sematell, the esuits² SPC Client offers the following digital channels:

• E-Mail and SMS
• Social Media
• FAX

With this integration, all channels are visible at a glance and can be operated via a single interface.

Every action of the task management module is logged accordingly and is available for reporting. This data can be transferred towards AVAYA CMS.