Pronexus VBVoice - Office Contact Center (IVRs)

Avaya IP Office Contact Center is the next-generation multimedia call center solution that lets contact centers and customer-facing departments benefit from the advantages of sophisticated call routing, real-time performance monitoring and historical reports across all media types - voice, e-mail, Web chat and Web callback.

Benefits of Avaya IP Office - A Complete Solution to Measure Your Call Center's Success

• Facilitate the management of call traffic and enhance customer service performance
• Better prioritize customers by taking advantage of intelligent call routing (i.e. based on Call ID or Caller Line Identification) that lets you identify key customers or callers
• Historical and real-time reports on key performance indicators, ranging from agent status to truck group utilization
• Agents and supervisors are alerted to problems if and when performance fails to meet predetermined optimal standard
• Wallboards and real-time screens provide current information on the number of calls waiting, response times and service levels
• Integrate with CRM application that allows automatically retrieve records of incoming callers and route them along with the call - enhancing and personalizing service

Pronexus VBVoice standard features