Avaya Call Management System
Avaya Call Management System (CMS) is an integrated analysis and reporting solution to help you keep in touch with virtually everything that’s going on in your contact center — whether you want to evaluate the performance of one agent, a group of agents, a single contact cen – ter, or multiple locations around the world. CMS provides robust real- time monitoring and historical reporting, including custom reporting, task scheduling, exception notification, threshold warning, administra – tion and configuration, and long term ACD data storage, working with one or more of your Avaya Media Servers and Gateways.
CMS helps you optimize the efficiency of your call center by allowing you to:
Manage increased call volume without adding staff.
CMS gives you the power to monitor and analyze virtually everything that’s happening in your contact center—from wait times to average answer speeds, to percent reduction over the past year in abandoned call times. Using real-time information, CMS provides you with the ability to make “on-the-fly” decisions to redistribute your expensive human resources, or redirect calls. Or you can leverage historical data to develop new and improved procedures that will increase performance and minimize costs.
Enhance productivity while keeping close control on costs.
Avaya Call Management System will help you meet your key business objectives now— and grow with you into the future. Because all of our solutions are easy to use and quick to deploy, you’ll start enjoying your return on investment right away. You can also take advantage of historical reports to analyze trends, establish performance benchmarks, and plan new, more effective marketing or customer service campaigns.
Improve customer satisfaction.
When you use Avaya CMS to leverage information to improve staffing, call flow, and service levels — you’ll win your customers’ loyalty with your superior service and support.
Recruit and retain top agents.
Using information to create a more efficient and effective contact center in support of both excellence and quality related metrics has the proactive side benefit of creating a better place to work and grow, thereby increasing your ability to attract and retain optimal talent.
Support Business Continuity.
Avaya CMS provides two options for contact center data resiliency. With High Availability CMS, two systems operate in tandem, providing for data redundancy. The Survivable CMS offer provides for business continuity in multi-location contact centers, providing for continued operation in the event of a disaster at the controlling site.
Avaya CMS is flexible and scalable. It’s ideal for small single-location contact centers, large multi-location applications—or anything in between. You can use Avaya CMS to analyze the performance of a single agent, a specific skill, thousands of agents or agent skills—on up to eight Automatic Call Distribution (ACD) systems.
