Avaya TV

CMS Mobile Supervisor Video

Avaya Call Management System (CMS) gives you the information you need to manage every aspect of your contact center. CMS Mobile Supervisor gives you a quick real-time summary of your call center activity when you’re on the go. Your contact center is at the heart of your customer experience strategy. Learn how Avaya Call Management System Mobile Supervisor can help your business.


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In the contact center, you wanna be sure you're deploying all your resources to deliver the best possible service on all your customer interactions, all the time. One of the most powerful tools for accomplishing this is the Avaya Call Management System, Avaya CMS. CMS gives you the information you need to manage every aspect of your contact center.

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Whether that's a quick read on overall performance, or drilling down to isolate and resolve specific problems. CMS is easily available on your desktop. But what about when you're walking the floor, working with an agent, in a meeting, or away from your desk for any reason? For all of those times, there's Avaya CMS Mobile Supervisor.

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CMS Mobile Supervisor gives you a quick real-time summary of your call center activity on your iPad. Wait times, service levels, operational problems and much more. You define the view, CMS Mobile Supervisor gives you the data. Let's say it's Monday morning. You're in the weekly staff meeting, and it's running long.

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On CMS Mobile Supervisor, you see that caller wait time in one of your skill groups is getting longer. The threshold is being exceeded. You drill down to look at the data for all the agents in that skill. There's the problem. Too many of those agents are also assigned to another skill.

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A quick message is sent to another administrator to remove some agents from the other skill. Problem solved, the alert goes away. Now, back to the meeting. Here's another scenario. It's Wednesday at noon and that's typically a time when there is a rush of calls. You decide to check on things with a quick walk through and notice several empty desks.

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A look at your mobile supervisor screen shows a large number of agents have been in AUX 9 for over an hour. What's AUX 9 and why is it taking so long? Drilling to one of the agents shows that Aux 9 is excused absence. Now it all comes back, one of your agents is having a baby.

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You gave permission for a surprise shower, but an hour plus is pushing things. You poke your head in and let the group know that well, the party is over. Now it's Friday afternoon. It's also the end of the quarter. Marketing is pulling out all the stops to reach their quotas.

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You walk the floor to get a feel for things. Everyone is busy, but something tells you things are not quite right. A quick check of Mobile Supervisor confirms your hunch. Call times are trending up, and so are wait times. You look over the shoulder of several agents, and immediately see the problem.

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The sales system is running slowly, and it's holding everyone up. You immediately reach out to IT to get the problem resolved before it gets out of hand. Things happen in a contact center, the measure of great performance is how quickly you respond. CMS Mobile Supervisor makes it easier than ever to respond right away.

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It works on all iPads, including the latest Air. It's easily downloaded via the iTunes store. And best of all, it's free with the latest release of CMS. Your contact center is at the heart of your customer experience strategy. Imagine having the tools you need to deliver that experience, even when you're on the move.

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Imagine CMS Mobile Supervisor, another great solution for managing your contact center, from Avaya.

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