- Share
- Follow
- Contact
- How to Buy
- Find a Partner
- More Contacts
- 1-866-GO-AVAYA, prompt 2
- Chat
Contact Centers > Assisted Experience Management
- Avaya Aura® Contact Center
- Automated Chat
- Contact Center Control Manager
- Avaya One Touch Video
- Avaya one-X® Agent
- Business Advocate
- Avaya Aura® Call Center Elite
- Interaction Center
- Social Media Manager
Featured Resources
Case Studies
Communications Enabled Business Processes Enhance Avaya IT Emergency Change Management
EDS Australia Case Study
Ventelo Case Study
Connect with Us
Contact Us
In the US and Canada:
1-866-GO-AVAYA
prompt 2
All Other Locations:
+1-908-953-6000
Business Advocate
Business Advocate customer interaction management software handles all voice, email, and web chat interactions via a single universal queue, intelligently routing customers in real time to the best agent for their needs. It takes into account pre-established business objectives, customer needs and business value, and the skills and availability of the current agent pool. Business Advocate actively monitors all of this information, making rapid decisions about which agent should be matched to which customer. This may mean connecting to the agent whose immediate service may produce the greatest value, instead of the caller who has waited longest.
Business Advocate is now included in both Avaya Aura® Call Center Elite and Avaya Interaction Center at no additional cost.
Features and Benefits
Get maximum value from each call
This application lets companies define customer segmentation policies and service level goals based on business objectives. This ensures that resources are allocated in ways that maximize the value of each customer contact.
This application lets companies define customer segmentation policies and service level goals based on business objectives. This ensures that resources are allocated in ways that maximize the value of each customer contact.
Get more control, with less work
Automated control, based on user-defined business rules, ensures that supervisors can manage agents and call distribution as they need to, without time-consuming manual intervention.
Automated control, based on user-defined business rules, ensures that supervisors can manage agents and call distribution as they need to, without time-consuming manual intervention.
Improve call center efficiency
Capabilities like Predicted Wait Time and Reserve Agent Pools allow Business Advocate to foresee events that could impact service, and respond automatically in real time. This helps the contact center handle peaks in demand and other problems quickly and efficiently, without inconveniencing customers.
Capabilities like Predicted Wait Time and Reserve Agent Pools allow Business Advocate to foresee events that could impact service, and respond automatically in real time. This helps the contact center handle peaks in demand and other problems quickly and efficiently, without inconveniencing customers.
