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Contact Center Avaya


Thanks to its capacity to handle and process a very big volume of incoming and/or outgoing calls, Avaya system is a guarantee of efficiency and expansion because it enables the improvement of the service and reception quality for customers.

This is one of the reasons why the Avaya Call Centre systems are considered as being the most used and the most powerful on the market.

The Automatic Call Distribution (ACD) is the major component of an Avaya Call Centre. The calls’ presentation has to be done on an efficient and fair method, allowing the optimisation of the efficiency of the agents and an equal call distribution. The Avaya Call Centre system offers not one but four call distribution methods.

This Call Centre distinguishes itself by its distribution adapted to its targets: the Advocate Vu Centre’s innovating predictive technology manages automatically the distribution according to your goals while anticipating the events in real time on your network.

Avaya takes its reputation in the field of Call Centres out of the programming conveniences that it offers to personalise the call’s dispatch, according to the agents’ specialities, their occupation, the date, pre-programmed days off, etc…

The conditional routing function “Call Vectoring” and the interactive routing function “Call Prompting” offer a large amount of call distribution scenarios depending on the different internal or external Call Centre parameters.

The Expert Agent Selection associates the caller’s requests to the agent that has the most adapted skills for the call. This is according to the philosophy of bringing the call to the agent and not the other way around so that less supervision and administration is needed.

In fact, the Avaya Call Centre systems offer an almost infinite amount of functionalities and possibilities. This allows a personalisation and an adaptation to your company’s way of working.

 
Avaya
 

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