Avaya Contact Center Control Manager English  Germany  
 
 
 

Avaya Contact Center Control Manager

 

In today’s environment market circumstances and customer needs are constantly evolving. Consumers today are demanding more efficiency and immediate responses in every interaction with product and service vendors. With an ever growing selection of goods and services, consumers expect service providers to be more aware, attentive and responsive to their needs. If these needs are not met, they will simply move on to the next provider.

Avaya Contact Center Control Manager – Making the Best Better

 

To address these mounting challenges, many companies have invested in the very best – Avaya’s robust contact center solutions, which are designed to consolidate organizations’ customer-facing activities across all channels. Now it’s time to make the most of this investment.

 

Avaya Contact Center Control Manager delivers seamless integration and centralized administration to Avaya’s versatile and powerfully managed Contact Center Suite such as Avaya Communication Manager, Interaction Center, Contact Center Express, Intelligent Customer Routing, Proactive Contact, CMS, IR/Voice Portal and AES.

 

Avaya Contact Center Control Manager complements Avaya’s Aura Communication Manager with a range of functionality and operationally-oriented administration tiers, effectively streamlining management of all Avaya contact center operations, and enabling organizations to consistently ensure real-time response to even the most demanding customer needs.

 

Avaya Contact Center Control Manager –A Uniquely Powerful Management Foundation

 

Avaya Contact Center Control Manager complements the entire Avaya contact center suite by effectively combining and integrating management and administration of a wide range of contact center entities. Rather than focus on technology components and IP telephony entities, Avaya Contact Center Control Manager sets the spotlight on clear and intuitive functional hierarchy and call center business logic.

 

The solution circumvents tedious Communication Manager, CTI system, IVR and call recording system setup and maintenance by making it easy to perform a one-time definition of all relevant contact center data and entities, thereby allowing Avaya Contact Center Control Manager to manage and centrally apply them across Avaya’s Contact Center product offerings as detailed below. Agents, skills, VDNs, extensions, call flows, IVR working hours, dynamic prompts and menu content can all be easily set up and managed through a unified and intuitive browser-based interface.

 

Avaya Contact Center Control Manager features a broad array of centralized security features, including the ability to apply roles-based permissions for every object administered. Avaya Contact Center Control Manager’s multi-tenancy function allows every object that is administered to be assigned to a tenant and provisioned to the relevant Avaya system based on its administered location. System transparency is maintained as well as uncompromising customer privacy and security.

 

Avaya Contact Center Control Manager also supports complete Active Directory integration with single sign-on functionality. It can easily be implemented and operated by non-technical personnel, effectively returning control from IT to the contact center professionals and business managers who use and rely on the solution on a daily basis.

 

Avaya Contact Center Control Manager seamlessly integrates with and supports operational administration of Avaya’s entire Contact Center suite, including:

  • • Avaya Aura Communication Manager – centralized administration and single point of management for all contact center components and entities
  • • Call Management System (CMS) – full integration with CMS dictionary
  • • Avaya IQ
  • • Proactive Contact
  • • Proactive Outreach Manager (POM) – (Coming Nov 2010)
  • • Interaction Center (IC)
  • • Contact Center Express (CCE)
  • • Avaya Aura Contact Center (Coming Nov 2010) – integrated tools streamline migration to Avaya’s next generation contact center environments
  • • Avaya Voice Portal– Web-based voice application design and management; control of all IVR system aspects without a single line of code
  • • One-X Agent
  • • Avaya Workforce Optimization (Call Recording/Workforce Management)

 

Feature

Avaya Contact Center Control Manager for Avaya Contact Centers

Main Competitors

Support for contact center environments

Yes

N/A

Management of both Communications as a Service (CaaS) and customer-created (in-house) deployments within a single platform

Yes

No
(competitors require different tools to manage service provider and customer-created deployments)

Usage tracking and billing capabilities for contact center environments

Yes

No

Visual call flow designer for contact centers

Yes

Yes

Unified Communication administration and provisioning

Yes

Partial support
(switch requires separate administration)

Unified Communication end user self-care administration

Yes

Partial support at best

Contact center administration and provisioning

Yes

Partial support
(switch requires separate administration)

Contact center user self-care administration

Yes

No

Branding support for customized solution creation

Yes

 

3rd party integration capabilities

Yes

No
(other than customer-specific engagements)

Self-service (IVR) support

Yes

No