Avaya IP Office Phone System Advanced Edition
'Superior Customer Service and Intelligence'
Avaya IP Office Advanced Edition enables growing businesses to take advantage of Avaya's industry leading contact center expertise. For small to medium businesses that want to differentiate themselves through exceptional customer service, Advanced Edition provides customer service reps and their supervisors with the tools to effectively handle call volumes and gather and report valuable customer intelligence to help increase sales and agent productivity.
View Agent Status: Customer Service Reps and Supervisors can get real-time information on call queues, hold times, agent status and more, to help ensure customers are always being served quickly, efficiently and professionally.
Manage Campaign Performance: Growing businesses can get real-time insights into how marketing campaigns are performing so resources can be adjusted if necessary to maximize on the investment. Costs can be streamlined and boost campaign generated revenue by capturing information such as telephone numbers and area where responders are calling from.
Automate Popular Enquiries: Customer service reps' time can be freed up by introducing caller menus with commonly asked questions for fast and efficient reponses by customers. Callers can respond with touch tone or voice response (or both). Create customised surveys with information that can be retrieved the same way voicemail message are replayed.
Create Self Service Menus: Improve responsiveness to customers and continue generating revenue even outside of normal business hours. Customised, automated slef-help menus allow customers to place or change orders, chack status of shipments and more.
Benefits:
Measure and Track customer Service: Real time and historical call statistics gives your business insight into how well you are serving your customers.
Quicker response to service issuses: Simple to use management tools enable you to react to and change routing rules, agent assignments or service capacity on demand.
Discover New Opportunities: Leverage your customer recordings for first-hand information on what your customers want. Confidently create new offers or enhance existing ones to boost your revenue stream and expand market presence.
Address Individual Agents Needs: Quality checks can reveal both positive and negative agent performance. This will enable you to correct or reward accordingly.
Download the Avaya IP Office Advanced Brochure here:
Advanced Edition Specification
System Requirements |
All system requirements as in IP Office Preferred Edition plus: Viewing agent productivity, monitoring, and report generation: The following Server Operating system Microsoft Windows Server 2003 (32-bit), Small Business Server 2003 (32-bit and 64-bit), Microsoft Windows Server 2008 (32-bit and 64-bit), Windows Server 2008 R2 Ethernet-attached PC running Windows Server 2003 (32-bit), Small Business Server 2003 (32-bit and 64-bit), or Windows Server 2008 (32-bit) A minimum of 20GB disk space is recommended to allow for at least 10GB of recordings (1000+ hours of audio). Interaction with 3rd party standards based ADO interface (ActiveX Data Objects) databases Interaction with Visual Basic Scripting |
User Requirements |
Any IP Office telephone Viewing agent productivity, monitoring, and report generation: Microsoft Internet Explorer, version 8.0 and above Mozilla Firefox, version 3.5 and above Apple Safari, version 3.2 and above Windows Safari, version 3.2 and above Access to storage facility for call recording: Microsoft Internet Explorer, version 7.0 and above Mozilla Firefox, version 3.5 and above Apple Safari, version 3.2 and above Windows Safari, version 3.2 and above |
Feature Detail |
All features included in IP Office Preferred Edition plus: Viewing agent productivity, monitoring, and report generation: Browser Based, Drag & Drop application View statistics: Agent States, Agent ACW, Agents Available, Agents Logged On, gents Present, Agents Ringing, Answered Calls, Answered External (non-queue), Answered Internal (non-queue and queue), Average Answer %, Average Answer Time, Average Wait Time, Busy Not Available, Calls Waiting, Current Wait Time, Grade of Service, Longest Wait Time, Lost Calls, New Messages, No Answer, Outbound Calls (external), Overflowed Answered, Overflowed Calls, Overflowed Calls Waiting, Overflowed Lost, Queue State, Queue State Time, Routed to Other, Routed to Voicemail, Transferred Display statistics, show top agent ‘leader’, provide motivational messages to agents on external optional LCD Customize LCD with company logo and colors Alarm setting and notification (color change) by agent and group: White for Normal state, Yellow for Caution, Red for Alarm, Blue for Alarm Acknowledge Historical Call Reporting using templates: Agent Summary Report, Call Details Report, Call Summary Report, Trace Reports, Alarm Reports, Voicemail Reports Customize over 100 reports using common fields (Name, Subject, Call Type, Reporting Period, etc) and through use of wildcards Report format (Adobe, Word, Excel, Rich Text, or Crystal) Email report in format of recipients choice Storage facility for call recording: Search and replay application Secure log in Locate recording through filters: Date, Parties, Length of Call, and Target Number Replay controls: Start, Stop, Pause, Skip Forward, Skip Backward, and export recording to readily playable .wav file Archive recordings to DVD Self service menus: Database actions: Database Open, Database Execute, Database Get Data, Database Close Interaction with database accomplished through Structured Query Language scripts (SQL) SQL Query Builder Wizard |
Avaya Essential Downloads
| Avaya IP Office Brochure |  Download here |
| One-X Portal for IP Office Overview | Download here |
| Avaya 1600 Series Datasheet | Download here |
| Avaya 9600 Series Featureset | Download here |
| Avaya SoftConsole Brochure | Download here |
