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Avaya one-X® Agent
Avaya one-X® Agent is a desktop software application built specifically to meet the needs of contact center agents.
Avaya one-X Agent gives contact center agents the desktop software they need to be more productive, whether they're working in a headquarters location, a branch office or home office. One-touch access to functions such as conference, transfer, and supervisor assist enables agents to effectively manage both communications and agent tasks, making them more responsive and collaborative regardless of where they are working. And contact center agents can pre-record their greetings to ensure that customers are presented with the same fresh greeting as if it were the first call of the day.
Integrated presence and instant messaging help one-X Agent users reach out to an available expert anywhere in the enterprise. If an agent needs help from a supervisor, embedded desktop sharing allows the supervisor to view and even take control of the desktop to provide hands-on assistance if necessary. With one-X Agent, agents have the tools they need to drive first call resolution and high customer satisfaction.
Features and Benefits
Real-time decision making
Real-time status updates of key performance indicators keep agents informed of queue status, talk time, and other configurable metrics.
Improved agent productivity
Screen pop-up of customer contextual data improves productivity and customer satisfaction, eliminating time-consuming agent lookup of relevant information.
Expanded agent pool
Section 508 compliance means you can expand your agent pool to include the physically handicapped. Keyboard shortcuts provide access to common agent functions.
Embedded management tools
Supervisor Desktop offers one-click access to functions such as service observing, barge-in, and "quick alert" messaging to agents. A supervisor can coach an agent using instant messaging and viewing chat logs to ensure compliance.
Dynamic hot desking
Agents can sit at any desk and see their own customized instance of one-X Agent, facilitating agent mobility and maximizing use of real estate.