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Don’t throw away and update. Simply upgrade to CCE.

CCE offers a cost-effective and convenient upgrade path for all those with legacy Avaya CTI solutions.

• CCE leverages existing investments (Definity, MVCC, Avaya CT), integrating the powerful resident capabilities of Avaya Communication Manager and common industry standards to minimize incremental resource needs.

• It offers state-of-the-art CTI support for an attractive price with low cost of entry and concurrent use licensing with control at the user level.

• The core software is easy to implement, generally taking anything from a few hours to a maximum of a couple of days - as compared to the weeks that most other solutions will need. It is also significantly more intuitive and easier to use, resulting in less time lost to time-consuming training programs.

Get higher customer satisfaction ratings.

Run your contact center intelligently.

Intelligently run contact centers consistently produce higher customer satisfaction ratings, which lead to a more positive brand image. These centers help build a positive rapport with customers, endearing them to a brand, and ultimately resulting in a stronger, more valuable brand identity.

• An integrated plug-in architecture gives agents all the functionality they need on one screen – including the ability to run external applications. This ensures that agents are always at the ready to receive incoming queries. It also allows the monitoring of call center activity by supervisors and agents alike. At a glance you can tell who is able to take a specialist call, or if an agent is on the phone or otherwise engaged.

• Advanced multi-channel capabilities allow customers to get in touch via any preferred choice of media. CCE then seamlessly manages the collection, queuing and delivery of web chat, MSN Messenger, AOL Instant Messenger, simple message service (SMS), email or telephone calls to an appropriately skilled agent - and the agent can reply using the same method of contact

• Maximize the value of every call by identifying cross-selling and up-selling opportunities while customers are waiting in queue. Furthermore, CCE’s powerful history functionality helps ensure that customers get a consistent and personalized service. Agents not only know who they are speaking to, but why they called through last, which helps solve issues quickly, with greater customer satisfaction.

• Increase efficiency by fine-tuning the way routine information requests are handled. For example, depending on knowledge and ability, a certain portion of agents can be designated as universal agents, working on all media access methods in order to maximize use of the available agent workforce.

Get up and running fast with an enviable feature set.

Powerful out-of-the-box functionality.

CCE affords you the luxury of creating a highly functional contact center in less time, with less effort. Furthermore, it arms you with an application that helps make the most of existing resources, while being flexible and robust enough to respond to the changing environment of their future needs.

• Out-of-the-box, CCE includes a powerful and flexible suite of applications that aids the building of a complete solution for any business. In fact, in many cases this suite eliminates the need for further software development for system integration. It includes agent, supervisor and utility applications as well as powerful development tools for complete customization capabilities, including built-in integration with Microsoft CRM.

• The application is also future-proof. Built-in VoIP functionality enables CCE to be easily extended to remote agents. This allows a business to quickly ramp up operations as conditions change. Implementation and management of contact center applications can take place centrally without requiring a large budget or IT staff.

• Allows contact centers to intelligently manage workflow. For example, multimedia inquiries and outbound requests can be controlled to coincide with different shifts, quieter times of the day (low-peak call times) or times of the day when it is easier to contact customers. At these times agents can also initiate outbound contact for anything from follow-up calls to specially targeted proactive campaigns via any chosen media channel.

• CCE comes with outstanding reporting and analytic capabilities that support valuable statistical data gathering and interpretation. Supervisors can get operational insight into agent performance and the day-to-day running of the call center. This can be used to enhance functionality and efficiency, which ultimately translates to real results for the contact center.

• CCE is built upon an open architecture, so system integrators can tailor it to fit individual requirements. This coupled with the application’s plug-in nature and powerful development suite makes customization a relatively easy exercise.

• With CCE Contact centers can automatically utilize any free agents to engage in active outgoing communication streams – whether it be follow-up courtesy calls, pushing out informative or promotional information to potential interested parties, or cold call for sales purposes. There is no more guesswork involved with staffing contact centers and ensuring that they run optimally, CCE ensures it is a precise, measureable science. Businesses can finally move from a solely passive, inward contact center, to a communication hub with significant outbound functionality. This maximizes the investment in staff and capital during the traditional ebb and flow of call center workload to make the most of downtime.