Avaya Aura Contact Center
Avaya AuraTM Contact Center 6.1 (AACC 6.1) is a context-sensitive, collaborative, voice and multi-media customer contact solution that allows enterprises to anticipate, automate and accelerate customer interactions. AACC 6.1 intelligently routes up to six simultaneous multimedia contacts to the most appropriate resource through a unified agent interface. By creating a complete view of the customer and the context of their interaction, AACC 6.1 allows enterprises and organizations to manage the customer experience in a way that consistently delivers a superior level of engagement. AACC 6.1 enables the ability to reach out to customers proactively, combines historic and real-time contextual information about a customer to improve the quality of interactions, optimizes agent utilization and business growth.
ShoreTel Enterprise Contact Center
The ShoreTel Enterprise Contact Center solution is designed to help organizations respond to the
consumer-driven market place with a communications platform that puts business intelligence
right where it's needed. By deploying ShoreTel Enterprise Contact Center, organizations quickly
realize the benefits of a fully integrated business communications system. ShoreTel Enterprise
Contact Center is a powerful call center solution that includes universal queuing and enterprise
resource matching, and offers optimized call routing by service level, skill matching, priority,
customer identity, schedules and caller location. It also supports email and We contacts, and
outbound calling as service options. Voicemail and fax can also be routed to individual agents
through emails.
