Sofware Components

Voice Mail
Voice mail provides anywhere, any time access to important messages, helping you stay connected to customers and colleagues. You can choose from several options:

  • VoiceMail Lite is the standard voice mail application, handling up to four simultaneous calls, depending on the Avaya IP Office platform used. Service options include automatic answer for unavailable employees, personalized greetings for customer assurance, and the ability to conveniently copy and forward messages with attachments to others or groups.
  • VoiceMail Pro enhances the Lite versionby supporting up to 30 simultaneous calls depending on the Avaya IP Office platform used and offers an easy to use graphical user interface. In addition it provides an Advanced Call Flow to create, for example, an auto attendant that simplifies service for your customers and improves their satisfaction through standard and customized automated services.
  • Integrated Messaging Pro is an optional application for VoiceMail Pro that gives you a single point of management for e-mail and voice mail messages. It integrates with a Microsoft® Exchange® Server e-mail system to give you easy and convenient access to your messages.
  • Personal Numbering is an integral part of the VoiceMail Pro application, designed to control your accessibility to callers at all times. When away from your office, you can access the voice mail server to turn your voice mail on or off, set email forwarding to a given address or edit your call forwarding and Follow Me numbers to route new incoming calls, and more, so you never miss another important call.

Phone Management Solutions
The PhoneManager application lets you control the telephone terminal and manage phone calls from a Microsoft Windows desktop, providing traditional call center information your employees can use to deliver prompt, personalized service. You can choose from several options:

  • PhoneManager Lite provides basic telephony call control features to all users through their desktop PCs. They can see caller identification, the number dialed by the caller, call history, and queue monitoring, so they can respond appropriately to every call. It has distinctive rings for busy and noisy environments. It's Busy Lamp Field/Direct Station Select functionality lets you see at a glance who is available or busy and more for optimal resource allocation.
  • PhoneManager Pro integrates Contact Management software to add functionality to the customer information screen pop. With this upgrade you can dial a customer with a single click, or create a new record during a call from the auto-inserted phone number. Employees can control their own voice mailboxes, monitor up to two queues simultaneously, have access to simple scripting for incoming calls, and more.
  • IPhoneManager Pro is the IP soft phone version of the PhoneManager Pro, enabling all productivity tools through a multimedia PC equipped with a sound card, headset, and microphone. You use the same graphical interface to handle calls which minimizes training.
  • Operator and Attendant Solutions
    These solutions combine easy-to-use graphical interfaces with sophisticated attendant and manager tools for improved efficiency and productivity.
  • Auto Attendant helps you simplify service for customers by letting them easily and efficiently navigate the system to reach the right person, without the assistance of an operator.
  • EConsole makes your operators an integral part of your customer service strategy by empowering them to deliver personalized service outside your contact center. The graphical interface provides the information they need to answer general questions, prioritize incoming calls, and fully extend your customer relationship management abilities.
  • PC Busy Lamp Field provides a dynamic view of all activity across your network via an eConsole or standalone application for optimum call handling.

Customer Relationship Management (CRM) Solutions
Avaya IP Office delivers a wide range of CRM solutions to meet your needs, whether you want to implement an informal, customer-facing team with service-level and commitment goals, a formal contact center with local or remote agents, or full multimedia contact center services.

  • Compact Business Center helps you apply essential call center management techniques to optimize less formal settings, so you can monitor contacts (including lost calls), analyze service data, and peak traffic capacity. Benefit from reports on overall system performance and basic call center functionality for a workgroup with quality of service reports, selected group reports, simple plug-and-play installation, and more. It is modular and scalable for seamless integration with your business environment.
  • Compact Contact Center gives you a comprehensive suite of reporting and management applications, designed for up to 75 local and remote agents. Four complementary modules are packaged as a suite for client/server operation on a Windows NT® 4.0 or Windows 2000 Professional® Server platform. A common database allows for a single point of configuration for simplified management and maintenance and greater accuracy. The modules include:
    • Call Center View for real-time service monitoring and resource staffing to improve service and lower costs.
    • Wallboard Manager for a choice of wall-mounted or PC-based wallboards that clearly display CRM activity and status.
    • Report Manager for in depth historical reporting on customer-facing activity for refined evaluations and enhanced resource management.
    • Avaya IP Office Manager for the ability to quickly and easily change the settings of a contact center (e.g., agent names, campaign titles, call routing patters, etc.).
  • Queue Manager and Campaign Manager include powerful voice and integrated voice response (IVR) applications for the contact center that facilitate agent and traffic management for better productivity and customer service.

Open CTI Interfaces

  • TAPI-compliant out of the box, Avaya IP Office integrates easily with popular contact management applications such as Microsoft Outlook®. Sophisticated custom applications can be developed quickly and deployed with our full software development kit.

 

Back to Top