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Call Center
Avaya™ Call Center (formerly called the DEFINITY® Call
Center) provides a fully integrated telecommunications platform
that supports a powerful assortment of features, capabilities, and
applications designed to meet all of your call center needs.
Avaya Call Center, part of the Avaya MultiVantage™ Call Center solution family, provides a robust solution for Avaya customers’ sales and service needs. You can select from a
powerful assortment of features, capabilities, and applications specially designed to enhance call center operations.
The Avaya Call Center is built upon proven and innovative automatic call distribution (ACD) technology that offers a suite of call routing capabilities designed to help your company’s
agents handle calls more effectively and to boost their call center’s overall level of productivity. You can choose whether calls will go to the least busy agent, the first available
agent, or the agent with the skills needed by a particular customer.
The Avaya Call Center supports up to 5,200 agents and provides a powerful array of features you can tailor to your company needs. For multiple call center locations, Avaya™ Virtual
Routing helps you balance call loads across your locations, by analyzing demand and directing each call to the location best able to handle it.
Avaya Call Center call vectoring enhances ACD operation by letting you fine-tune call routing to balance call loads, and improve customer service. It allows you to dynamically adjust how
calls are routed to each split or the entire call center, based on parameters such as the time of day, day of the week, number of agents, number of waiting calls, time in queue, or speed
of answer.
Avaya Call Center is fully integrated with the Avaya INTUITY™ AUDIX® voice messaging system and the Avaya™ Interactive Voice Response system, as well as the entire suite of
Avaya Customer Relationship Management products.
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