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Agent Access
CRM Agent Access™ is an Avaya developed solution for contact centers
enabling screen pops, soft phone, task automation and intelligent
call routing.
CRM Agent Access™ increases efficiency and effectiveness of agents’ call handling ability and customer service. By increasing agent’s customer-service options, productivity
and results, your company will realize an improved return on investment while creating a customer-centric enterprise.
Major Features and Benefits
- Avaya developed, branded and serviced CTI solution that empowers agents with information and automates repetitive or difficult tasks
- Easily integrated with DEFINITY®, Conversant® IVR and CentreVu® Telephony products
- Decreases call time while increasing perception of efficient assistance resulting in greater customer satisfaction
- CRM Agent Access™ Router intelligently routes calls based on ANI, DNIS, Collected Digits, UUI Data, customer database information and/or agent availability
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