Consolidated Technologies, Inc. delivers improved overall call center performance by helping agents handle calls more effectively with the proven and innovative call routing and resource selection capabilities in Avaya Call Center. Avaya Call Center simplifies customer management, contact center administration, results tracking, and agent training. It offers conditional (if/then) call routing that makes use of context-based inputs, coupled with versatile resource selection capabilities. One of the most popular features is the ability to choose whether inbound calls will go to the least busy agent, the first available agent, or the agent with the skills needed by a particular customer. In addition, virtual routing capabilities offer multi-location enterprises the ability to maximize resource utilization across all sites. Each customer interaction can be more effective by leveraging all customer knowledge across the enterprise and enabling business-defined routing strategies.

The CTI Call Center solution is the perfect answer for a customers sales and service needs. The Call Center solution is built upon proven and innovative automatic call distribution (ACD) technology that offers a suite of call routing and resource selection capabilities designed to help a company’s agents handle calls more effectively and to boost their call center's overall level of productivity.

Using innovative applications from Avaya can assist customers in driving optimal call center performance, even in todays environment of quickly-changing strategies and direction. This software application features expert routing algorithm software from Avaya Labs that lets customers implement complex customer service, agent resource, and enterprise planning strategies as critical formulas in call center operations.

The solution now offers Advanced Segmentation as an option with Call Center software packages that include Expert Agent Selection. Advanced Segmentation further extends the power of the Avaya routing capabilities to include external data to allow for further customer segmentation, improving call center effectiveness and personalization. New with 3.0, customers may further enhance their agents' efficiencies by the addition of simple screen pop capabilities using IP Agent.

The Avaya Call Center software used in the CTI solution is also highly versatile, spanning all communication infrastructures including traditional circuit switched and IP environments. This interoperability provides investment protection deployment flexibility.

Contact Center Features and Benefits

Delivers more consistent, personalized customer service by matching agent skills with caller needs. Provides enormous flexibility in routing decisions. Reduces costs while increasing efficiency and effectiveness by supporting agent specialization and consolidation. Supports branch office and distributed enterprise model for contact centers. Provides routing capabilities across locations to enhance survivability options.

For more information on how the CTI Call Center solution can help your business, please call 1-888-477-4CTI today!


Additional Information:

What can a medium-sized business do to create a competitive advantage? 
How are the latest IP and SIP standards transforming contact centers?
How are intelligent communications revolutionizing the customer experience? 
What makes a contact center a strategic asset? 
How do a traditional and IP contact center differ?
Is your contact center secure and regulation-compliant?

 

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