Aura Contact Center

Avaya Aura® Contact Center is a standards-based, robust, software-only solution that facilitates agents and knowledge workers to efficiently and effectively collaborate with customers and partners across multiple media types to manage customer experience, deliver exemplary service, generate profitable revenues, assert brand identity and remain competitive.

A central component of the Avaya Aura® Contact Center Suite, Avaya Aura Contact Center utilizes Session Initiated Protocol (SIP) capabilities to improve connectivity and establish collaborative interaction sessions regardless of media type. Open Web services allow companies to integrate contact center with databases and business applications to provide agents with real time and historical contextual information to improve the effectiveness of interactions. With Avaya Aura Contact Center, companies present an 'always-open-for-business' persona and manage customer experience across a variety of media types, such that customers perceive a uniformly high quality of service. A comprehensive Reporting capability helps evaluate contact center performance and outcomes providing early insights to assist companies adapt to changing conditions. Avaya Aura® Contact Center delivers on our commitment to protect, extend and grow existing customer investments.

The components of Avaya Aura® Contact Center include:

Avaya Aura® Agent Desktop
Integrated routing and reporting
Integrated outbound dialing
Screen pop
Graphical Service Creation Environment