Control Manager

Centralized Administration and Management for Your Avaya Contact Centers

Documents and Videos

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

Control Manager [PDF]

13 Jun 2014
Avaya Control Manager equips contact center managers with a view into and control over the end-to-end customer experience. It enables you to securely view and manage your center solution using only one tool. You can increase efficiency by controlling the customer journey from self-service throughout the contact center and your entire company.

Videos

Avaya Control Manager

Avaya Control Manager [2:54]

13 Jun 2014
Avaya Control Manager is a Web-based application that provides you with secure, economical, efficient, single-point management of contact center resources — from back-office operations, to self-service and agent-assisted customer interactions.

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.

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.

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