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Call Management System
Avaya™ Call Management System (CMS) provides the information
and management tools customers need to monitor and analyze the performance
of their contact center operations, showing where improvements are
needed and where to take fast effective action. Working in conjunction
with Avaya CMS, the Avaya™ Call Management System (CMS) Supervisor
client provides comprehensive administration and reporting capabilities
using a familiar Microsoft Windows interface.
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Avaya CMS is a database, administration, and reporting application designed for enterprises that receive a large volume of telephone calls and have complex contact center operations. Avaya
CMS provides an administrative interface to the automatic call distribution (ACD) feature of the DEFINITY® Enterprise Communications Server (ECS), enabling contact center managers to
generate reports, administer ACD parameters, and monitor call activities to determine the most efficient service possible for their customers
With Avaya CMS, customers can view live, real-time information—and see the immediate results of their adjustments. They can also use historical reports to analyze trends, establish
performance benchmarks, and plan new marketing or customer service campaigns. Supervisors have access to real-time and historical reports to help them effectively manage the performance of
their personnel. A powerful custom report package lets customers modify real-time and historical reports or create reports that fit their unique requirements. Extensive reporting of exceptions
allows managers to quickly identify areas requiring immediate attention.
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