Includes the standard Basic Telephony Feature set: Answer, Hold, Transfer, Mute, Conference,
End, Extension Dialing, Stop Recording
Call Center Routing (SKILL)
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Commonly referred to as queue, a "Skill" groups together a set of agents that can answer
a specific call type.
Call Center Reporting
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A web-based application that provides easy visibility into call center performance.
Call Center Reporting is comprised of: Dashboards, Real-time reporting, and Historical
reporting.
Compliance Recording + 90 Day Storage
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The cloud call recording solution maintains industry compliance and facilitates with 100%
end-to-end dual-channel call recording where all calls are recorded starting with initial
customer connection to the system; including the IVR interaction.
IVR
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An automated telephony system that interacts with callers, gathers information, and routes
calls to the appropriate recipients.
Cloud Webphone
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The Webphone is a web-based application for call delivery and handling, using WebRTC and
AES/DMCC technologies and provides call control functions for the agent and supervisor.
Screen Capture
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Integrated with Webphone with multi-screen capture capabilities, agents are automatically
readied for screen capture and are able to activate which screen they would like to capture when
using dual monitors.
Quality Management and Coaching
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Quality Management provides insight into performance on important business drivers helping to
make informed business decisions.
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Digital Channels
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A unified experience for agents by adding email, chat and SMS interactions allowing customers to
engage in their channel of choice.
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Add-Ons
Toll Minutes per Agent
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Payment option for CC Agent metered inbound/outbound calling plan minutes (inclusive of IVR minutes, i.e., applies for caller’s time spent in IVR)
€0.01/ Minute
€0.01/ Minute
Toll-Free Minutes per Agent
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Payment option for CC Agent metered inbound/outbound calling plan minutes (inclusive of IVR minutes, i.e., applies for caller’s time spent in IVR)
€0.02/ Minute
€0.02/ Minute
Add-ons are purchased through the Avaya Cloud admin portal once your subscription has been created
Avaya OneCloud CCaaS
To better enable the needs of our Contact Center clients, Avaya has worked to provide a true cloud solution based on our Avaya Aura and Elite reference architectures specifically for the needs of our clients' looking to enhance their agent and customer experiences.
Avaya OneCloud CCaaS is a contact-center-as-a-service (CCaaS) offer that provides voice as well as multi-channel features along with self-service administration. Your subscription includes support and guided set-up from our Avaya OneCloud team.
Optional or Add-on Professional and Managed Services are also available and can be added depending on your needs at an additional cost.
There are two different bundles available for Avaya OneCloud CCaaS to meet your business needs:
Voice: Key Contact Center features including self-service administration, skills-based routing, DTMF auto attendant, call recording and real-time and historical reports.
Digital: - All the features associated with the Basic bundle plus digital channel interactions.
Extended Features: Value-add features not included in bundle pricing include post interaction surveys, scheduling and AI-driven voice-to-text transcriptions.