Avaya Contact Center Select

A Multi-Channel Contact Center Solution for Avaya IP Office™

Your End-to-End Engagement Platform for Improving the Customer Journey

  • Build a contact center with robust capabilities that show you the entire customer lifecycle, so you can anticipate, automate and accelerate customer interactions.
  • Give your agents complete views of customer interactions, on every channel customers choose. Seeing customer history at a glance streamlines agent work and helps improve agent efficiency.
  • Respond immediately to the context and tone of customer interactions. Deliver faster, smoother service, which can increase customer satisfaction and differentiate your business.
  • Analyze your customer journey in detail and make the process and policy changes you need to deliver exceptional customer experiences and increase Customer Lifetime Value.
  • Support and unify agents in the office, at branch locations, or working from home. Avaya Contact Center Select is designed for businesses with 10-400 customer-facing agents.
  • Strengthen GDPR compliance with data encryption, customer consent/no consent, erasure of personal data, and delivery of personal data upon request.
  • Deploy fast. You can be up and servicing customers in as little as four hours.

Let Customers Use Their Preferred Communication Channels

Be always open for business and make contacting you easy. A multi-channel solution lets customers use voice or non-voice channels to contact you.

Optimize Business Processes and Agent Productivity

Intelligently route customer interactions to the most equipped resources. Gain the critical capabilities to consistently deliver a superior level of customer engagement.

Improve Your Contact Center’s Overall Performance

Track and analyze historical and real-time reporting data. Identify and pursue improvement opportunities that support your short- and long term objectives.

Skills-Based Routing

Skills-Based Routing Delivers a Smoother Service Experience

Getting customers to the right agent immediately can reduce the need for time-consuming, often frustrating, transfers to multiple agents. Serve customers faster by automatically sending voice calls and multi-channel interactions—via email, web chat, text and fax—to the most appropriate resources. Skills-based routing matches customers’ needs to agents’ skills, including language preference, topic and process knowledge, past history, and availability. Alternative agents are defined in case a first-choice agent is unavailable.

Unified Desktop

Unified Desktop Interface Improves Agent Efficiency

The Contact Center Select unified desktop lets agents see and manage inbound and outbound interactions on multiple channels—voice, email, web chat, text, or fax. Work interactions individually or simultaneously. The interface provides contact history and screen pop functionality that easily integrates into your business systems.

Self Service

Self Service Options Reduce Your Number of Live Contact Sessions

Provide a variety of self-service apps that let customers make transactions and get information without the help of live agents. You’ll reduce the number and lengths of live agent interactions by enabling customers to complete part or all of a call using touch tones or speech recognition. Leverage self-service to improve customer satisfaction and agent productivity, and to reduce costs.


Reporting and Analytics Help You Evolve the Contact Center

Equip your managers to continuously improve your contact center operations. Enable them to analyze performance using real-time and historical reporting. Learn and apply best practices to improve the agility and profitability of your operations.

Advanced Capabilities

Advanced Contact Center Capabilities Enhance the Quality of Customer Interactions

Connect Avaya Workforce Optimization Select to your Contact Center Select solution to get enterprise voice and non-voice recording, agent screen captures, quality management, live monitoring, agent coaching and more.

Optima Italia Invests in Customer-Centricity to Support Growth

Benefits: Increased Productivity, Enhanced Collaboration
Topics: Customer Service, Multisite - Branches, Team Efficiency
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The Definitive Planning Guide for Improving the Customer Experience You Deliver

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