Call Management System
Designed for businesses with complex contact-centre operations and high call volume, Call Management System is a database, administration, and reporting application to help businesses identify operational issues and take immediate action to solve them
Contact Analyzer provides detailed, flexible, customizable contact center reporting that complements Avaya Call Management System summary level reporting.
This service enables supervisors to enhance contact center effectiveness by delivering real-time performance data and instant messages directly to agent workstations.
The IQ reporting and analytics platform consolidates real-time data from Avaya customer-service solutions and enterprise business resources, to deliver insights into both customer and agent activity.
The Operational Analyst software environment allows multi-channel contact centres to analyze performance data—both real-time and historical information—across multiple sites and vendor platforms.
Avaya Aura® Workforce Optimization
Workforce Optimization helps businesses balance efficiency and effectiveness by using the contact center as a strategic resource. This analytics-driven offering lets organizations capture, analyze, and act on information to improve workforce performance, customer interactions and customer service
Contact Flow Analytics
Avaya Contact Flow Analytics lets you view the call data from your Avaya Call Management System in flow graphs, dashboards, and tabular reports.