Call Management System
Designed for businesses with complex contact-center 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.
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.
This service enables supervisors to enhance contact center effectiveness by delivering real-time performance data and instant messages directly to agent workstations.
The Avaya IQ contact center unified reporting and analytics platform consolidates 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 centers to analyze performance data—both real-time and historical information—across multiple sites and vendor platforms.
Avaya advanced phonetic speech tools analyze audio recordings to identify key words and phrases, compiling the information you need to make informed decisions and take action.
Avaya Aura® Workforce Optimization
Avaya Aura® Workforce Optimization helps businesses balance efficiency and effectiveness by using the contact center strategically. This analytics-driven offering lets users capture, analyze, and act on information to improve workforce performance and customer service processes.