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Contact Centers > Assisted Experience Management
- Avaya Aura® Contact Center
- Contact Center Control Manager
- Avaya One Touch Video
- Avaya one-X® Agent
- Business Advocate
- Avaya Aura® Call Center Elite
- Interaction Center
- Social Media Manager
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Avaya Contact Center Control Manager Professional Services Offer
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In the US and Canada:
1-866-GO-AVAYA
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All Other Locations:
+1-908-953-6000
Contact Center
Control Manager
Avaya Contact Center Control Manager provides centralized operational administration exclusively for Avaya Contact Center Applications.
This product allows one-time definition and on-going management of the following entities and data relevant to contact center systems: Agents, Skills, VDN’s, extensions, call flows, IVR working hours, dynamic prompts and menu content.
Features and Benefits
Centralized Operational Administration
This simplifies administration and reduces labor intensive administrative tasks. It also allows the delegation of administration tasks to “non-technical” users.
Tenant Partitioning and Role Based Access Controls
Service providers and outsourcers can provide their customers the ability to administer their own contact centers; which are part of a large Avaya deployment - while maintaining system transparency, customer privacy and security. It can also support an unlimited number of tenants as part of the virtualized application layer.
Mixed Environments of Avaya Aura Contact Center and Contact Center Elite
Customers can manage both Avaya Aura Contact Center and Elite from a single interface, facilitating the transition to the SIP environment.
Active Directory Integration with Single Sign-On Functionality
This saves time and money through quick and efficient set-up and maintenance of agent data across all Avaya Contact Center products.
Components
- Access Control Roles based access control offers an advanced security engine that includes role based permissions that is integrated to Active directory.
- Graphical Call Flow Design Tool This allows administrators to drag and drop icons to create vectors with export capability to Visio.
- Multi Tenancy The customer central web portal allows service providers and outsourcers to provide end customers access to the Avaya environment with full partitioning.
- IVR This enables the design and management of voice applications from the web interface and enables control of the entire IVR.
