Based on DEFINITY series multi-media
communication servers developed by Avaya laboratory (with its predecessor
as Enterprise Department of BellLabs) and the well-known Avaya CentreVu
ACD software package, CentreVu call center integrates Avaya CVCT and
CentreVu Active Enterprise kit specially developed for enterprises
or Avaya Interaction Centen (AIC6.0) kit and Avaya call center management
system and other serial platform system.
The system is composed of the following main parts:
PBX/ACD(automatic call distribution): Incoming call connection, wait and transfer
CTI Server£ºCTI Server is connected with PBX through
CTI Link, and also connected with agents¡¯ computers through network.
Its main function is to control the operation of computers according
to the call continuity.
IVR(Interactive Voice Response)£ºDeal with interactive
voice response. It is the unit for fax processing, automatic call
processing .
Recording Equipment:Record conversation between the
agent and the customer. It can be used to monitor the service quality
of the agents. The agent can use it to clean up some materials. The
recording equipment is optional.
Seat System: Every seat consists of a console and
a computer. Agents provide service through the equipment.
Management System: It consists of a management console
and a supervisor seat. It is used to manage the system and the seat.
Front End£ºOn one hand, it is used to separate the
system from the business system and to facilitate the system to access
business system data. On the other hand, it is used to connect the
system with several data sources.
Remote Access Server: It is used for the remote maintenance
to the system.
Advantages of Avaya call center system
Avaya call center and internet call center are the most famous call
systems in the world. After many years¡¯continuous efforts made by
the company and great supports provided by users, the two systems
have witnessed great achievements in the global call center market.
The company has obtained rich experience of the construction, operation
and development of Avaya call center and internet call center. The
system has the following main advantages and features:
Absolute leading global market share
According to market surveys made by many reliable organizations, Avaya
call center has an absolute leading market share in North America
which is the largest call center market in the world. In 1999, Avaya
got the largest sales in Europe, Asia and Atlantic. Now, the total
number of its call center has exceeded 1.5 million. In 1999, Avaya
sold call centers for 300,000 seats.
Rich application of the solution
Avaya call center has a very wide and unlimited application. It is
widely applied to banking, telecommunication, traffic, insurance,
securities, government, electricity, out-contracting and some other
industries. SYKES has 36 out-contracting call centers, and AT&T
as well as CITIBANK have several hundred call centers.
Advanced Technology
Avaya call center is developed by Avaya laboratory using advanced
technologies and combining 127 years¡¯ telecommunication operation
experience of AT&T. It has won some international big prizes and
many patents, and its internet call center (or the multi-media call
center) has especially won the wide-ranging reputation. Now, nearly
200 sets of internet call centers have been installed around the world.
It has sold many sets in China, but at the same time, other products
have sold very few similar products. At present, Avaya continues to
keep its leading technical advantage in the call center field.
World-class ACD route queue function
It strengthens the intelligent call route selection and
call processing functions. It can optimize client services and increase
the work efficiency of agents.
Call Vectoring¡ªIt can dynamically adjust the call processing so
as to balance the call load according to different time in every
day, different days in every week, agent number, wait number, queue
& wait time and many other factors.
Estimated Wait Time (EWT)--- Use patent algorithm of Avaya laboratory
to calculate wait time, and make the route selection according to
calls in the wait time queue. Provide more convenience with clients
by broadcasting the wait time of clients.
Expert Agent Selection (EAS)--- It¡¯s another technical innovation
of Avaya laboratory. There will be connections between callers with
special needs and agents which have the most suitable skills and
can process such calls for the purpose so as to effectively manage
agent resources. Avaya¡¯s EAS allows every seat to have 20 skills
at most. Every skill has a corresponding skill level from 1 to 16.
CentreVu Advocate¡ª¡ªAvaya laboratory has developed 5 patent wait
algorithms, which helps to balance needs of clients, agents and
business objectives, to comprehensively present its strategic attempts
and to take advantage of many different kinds of technically-optimized
client services. It can raise efficiencies of the agent resource
utilization and the call center operation within the budget scope.
It can especially bring agent performances to a super-high level.
Comprehensive Avaya CMS
CMS Connection |
It can provide you with all information in your
urgent need and help you to play the role of the call center to
the utmost.
Comprehensive Call Center Reporting
CentreVu CMS provides more than 100 preformatted reports
designed to help you achieve critical objectives in managing client
relationships while boosting the productivity of your call center
employees and resources.
Avaya BCMS adopts graphics user interface technologies, and makes
display and analysis of call center data very simple. By providing
the current call status and its changing status information, it
can help the user to operate the call center more effectively at
the same time.
Integrated solution
Avaya can provide integrated solutions for the client service center,
including front end PBX/CAD, CTI service, IVR voice response system,
seat system, call system and future Internet Call Centr, CRM products
and so on. Its Call Center system can continuously push forward
the technical innovation and upgrade, adapt to needs of the market
development need, and protect investments and interests of users
to the largest extent.
Flexible and open system structure
As an industrial leader and an advocator of new technologies, Avaya
provides system platforms which meet certain industrial standards
with open interfaces, which is in favor of its own product integration,
current and future product integration (such as IBM CALL path and
HP CCM) and provide clients with more flexible selections.
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