Avaya Aura® Call Center Elite

The Most Widely Used Contact Center Solution in the World

Documents and Videos

Brochures

Avaya Aura® Call Center Elite Omnichannel Solution [PDF]

11 Mar 2016
Learn how Avaya Aura Call Center Elite omnichannel solution can help evolve your customer service operations to meet the changing needs of today’s consumer across multiple channels and contribute to rich and compelling customer experiences and engagements.

Avaya Customer Engagement Solutions [PDF]

17 Dec 2015
Expanding on the performance, reliability and flexibility of the Avaya Aura® platform, Avaya Customer Engagement solutions provide the foundation on which to build a customized portfolio of customer engagement applications for the contact center, tailored to your organization’s customer experience strategy and goals.

Avaya Call Management System [PDF]

17 Dec 2015
Avaya Call Management System (CMS) is an integrated analysis and reporting solution that keeps you in touch with virtually everything that’s going on in your contact center from evaluating the performance of a single agent or group of agents to managing a contact center with multiple locations worldwide. Built on the performance, reliability and flexibility of the Avaya Aura® platform, Avaya CMS delivers real-time monitoring and historical reporting for Avaya Call Center Elite solutions including Elite omnichannel information, custom reporting, task scheduling, exception notification, threshold warning, administration and configuration, and long term ACD data storage.

Advantages of UC Modernization (The Move to Team Engagement) [PDF]

06 Mar 2015
Moving to the latest enterprise level communications solution can help improve worker productivity, team productivity, and customer engagement, as well as help the business grow. Avaya can help you understand what communications optimization really means and why it can be positive for the future of any business.

Demos

Avaya one-X® Agent [7:51]

21 Oct 2013
This demo highlights Avaya one-X Agent, a softphone that gives contact center agents the tools they need to be more productive whether they’re working in a headquarters location, in a branch office or home office.

eBooks

Managing the Customer Experience

08 Jul 2014
This interactive electronic Guide is packed with practical articles written by experts from Avaya, our leading partners, and industry leaders. Case studies, charts, and infographics help you discover how to transform each customer experience into real customer lifetime value.

Fact Sheets

Avaya Agent for Chrome [PDF]

01 Apr 2015
Simple, fast and more secure agents anywhere. Avaya Agent for Chrome, available today for Chromebooks, provides remote or office-based agents with access to Avaya Aura Call Center Elite, which can be either cloud or premise based. Avaya Agent for Chrome streamlines and simplifies application provisioning and expands mobility for agents, helping organizations quickly capture opportunities.

Infographics

Customer Experience IS the battleground [PDF]

07 Mar 2016
The competitive battleground has shifted, to stay relevant, businesses must embark on a digital business transformation to keep up with the speed of their customers.

Videos

Avaya Co-Browsing Snap-in [1:41]

19 Jan 2016
Enable rich online collaboration directly within your website. Use this developer Snap-in to make your web pages more personal with guided web browsing, shared control, and secure form filling that helps you close online transactions, improve first contact resolution, and differentiate your online experience.

Avaya Mobile Video Snap-in [1:47]

19 Jan 2016
Integrate click to call or video chat directly within your web pages or mobile apps. Use this developer Snap-in for Engagement Development Platform to quickly create rich, contextually aware voice and video services that seamlessly connect users to your video-enabled agents and employees.

Avaya Agent for Chrome – Day in Life [2:03]

01 Jun 2015
This short video provides you a closer look at the Day in the Life of an agent using Avaya Agent for Chrome. This Customer Engagement solution from Avaya and Google combines Avaya’s expertise in customer engagement technologies with Google’s expertise in Web applications and Chromebooks, enabling greater simplicity, flexibility and cost efficiency in contact center operations. See how Avaya Agent for Chrome provides simple, fast and more secure agents anywhere.

Avaya Agent for Chrome [1:51]

10 Jan 2015
This short video introduces you to the new Customer Engagement solution from Avaya and Google. The collaboration combines Avaya’s expertise in customer engagement technologies with Google’s expertise in Web applications and Chromebooks to enable greater simplicity, flexibility and cost efficiency in contact center operations. Avaya Agent for Chrome - Simple, fast and more secure agents anywhere.

Avaya Customer Experience Management: Delivering Tomorrow’s Customer Experience Today [5:10]

07 Jan 2015
Avaya Customer Experience Management enables you to engage the right resources, processes, and information allowing you to deliver customer service that is unique, customized, and enduring. Avaya Customer Experience Management focuses on awareness of all relevant context for specific customers at any time and connecting all interactions together regardless of media into a seamless, persistent conversation. Creating a Whole New Customer Experience…For Each Customer, Every Time.

Multichannel Proactive Customer Engagement [1:40]

04 Jan 2015
This short video demonstrates how an insurance company is improving the customer experience using automated text messaging to anticipate customer needs.

CMS Mobile Supervisor [3:53]

01 Aug 2014
Avaya’s CMS Mobile Supervisor application allows businesses to monitor contact center performance from an iPad. Available as a free download from the Apple Store, the mobile application works with CMS 17 Release 3 using a standard supervisor login.

White Papers

Youbiquity Finance 2016 - Retail Banking

27 Jun 2016
For nearly five years, Avaya and BT’s Youbiquity Finance research has informed the channel strategies of some of the world’s leading financial organisation. From phone, email, internet self-service, apps and web-chat, to social media or video conferencing, the Youbiquity Finance research has revealed how consumers’ expectations of financial service providers are changing. Now, in 2016, we have conducted another round of Youbiquity Finance research. Based on the views of 3,014 respondents across Germany, Spain and the UK, this research outlines the key trends in consumer behaviour in banking and insurance when it comes to sales and customer service channels.

Youbiquity Finance 2016 - General Insurance

27 Jun 2016
For nearly five years, Avaya and BT’s Youbiquity Finance research has informed the channel strategies of some of the world’s leading financial organisation. From phone, email, internet self-service, apps and web-chat, to social media or video conferencing, the Youbiquity Finance research has revealed how consumers’ expectations of financial service providers are changing. Now, in 2016, we have conducted another round of Youbiquity Finance research. Based on the views of 3,014 respondents across Germany, Spain and the UK, this research outlines the key trends in consumer behaviour in banking and insurance when it comes to sales and customer service channels.

Customer Engagement: From Interactions to Relationships

19 Mar 2015
Best-in-class firms employ well-planned and executed programs that improve customer experience. This Aberdeen research study shows how delivering consistent and personalized messages through omni-channel interactions is the key to differentiation in today’s marketplace. Learn how top companies are creating and keeping happy customers, optimizing employee performance, and improving revenue.

Global Report: Missing Customer Expectations? [PDF]

12 Jan 2015
Dynamic Markets was commissioned by Avaya to conduct Independent Market Research across 24 countries to investigate the emphasis companies are putting on CEM (Customer Experience Management) and what steps, if any, they are taking to address this area. Read this report for the answer, and gain insight on where customer expectations sit compared to how they are treated by organizations.

Balance Business Goals with Avaya Business Advocate [PDF]

02 Jun 2014
This paper provides new ideas and solutions for contact center managers to cost-effectively increase efficiencies, satisfy customers, and retain agents using Avaya Business Advocate, now standard in Avaya Aura® Call Center Elite.

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance

21 Mar 2013
This detailed independent survey from Aberdeen describes the processes, technologies, and tools top-performing businesses use to improve their contact center and business performance. Their focus is on enabling contact center activities, compliance, analysis of customer and operational data, and continuous improvements—all driving to results and an enhanced customer experience.

Connect With Avaya

U.S. & Canada

(866) GO-AVAYA

Worldwide

(908) 953-6000