Avaya Contact Center Features

Provides a repository of information that can be used by those seeking support.

Makes articles in the knowledge base searchable on the web.

Enables users to engage with other users to solve common issues.

Optimizes the customer self-service experience on mobile devices

Gives the user targeted, personalized results based on their activity or preferences

Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

Automates some or all operation related tasks

Utilizes artificial intelligence to improve workflows or customer experiences

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Presents information about the individual being called before the call begins.

Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.

Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently.

Allows a supervisor to listen to a call and train in real time.

Reschedules calls within the software itself, either through a prompt or by the agent themselves.

Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Receive data and information in real time

Ability to chat online in real time

Schedule date and time for callbacks/follow-up calls or reminders

Decides response type by determining if voice is a human response or an answering machine.

Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department.

Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry.

Software incorporates multiple digital communications channels.

Allows incorporation of inbound contacts from non-marketing channels.

Includes physical media (mail, flyers, billboards, etc.) in the channels mix.

Provides voice call functionality.

Provides an interface for one or more social media channels.

Ability to chat online in real time

Accepts contacts initiated through SMS or other mobile text functions.

Allows CSRs to receive and answer customer emails.

Allows planning and deployment of an overall communications strategy.

Includes or integrates with content creation apps.

Outbound communications are segmented and personalized.

Inbound contacts are identified and handled based on history.

Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements.

Send messages, notifications, or documents to an entire customer base at the same time

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Generate personalized communications upon request to meet customer needs

Allow the audience to interact or engage with the content

Provides tools for evaluating customer interactions

Offers features for maintaining fair and consistent scoring

Generates quality and performance reports

Tools for providing personalized feedback and coaching sessions

Provides a centralized dashboard for agents to view their scores and feedback

Tools for educating and training agents

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Set up connections to third-party platforms to improve business processes

Helps ensure customer privacy and data protection

Sends voice calls to a specific queue based on predetermined criteria

Callers can be routed to a queue or placed on hold until an agent becomes available.

Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Provides some level of analytics based on keywords and vocal tones.

Has auto dialing or predictive dialing functions for outbound use.

Includes an interactive phone menu.

Populates CSR's screen with available customer data.

Maintains and shares information across channels and agents as the case progresses.

System calls multiple numbers at once and connects the agent to the first number that answers

Tickets are automatically assigned to specific agents based on predefined rules

Analyze and gain insights into data in real-time

View and track pertinent metrics to find patterns and gain insights from data

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.

Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

Schedules callback times

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Track and report on all incoming and outgoing calls

Allows supervisors/managers to record and review telephone conversations of agents.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Track and report on all incoming and outgoing calls

Active reporting of data and metrics

Offers complete visibility into agent availability to efficiently create and manage schedules.

Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.

Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.

Allows agents to set their own preferences, request time off, and trade shifts.

Allows users to access the software using mobile devices.

Set and monitor service level agreements to ensure timely response and resolution

Organize and manage the accomplishments and development of employees or performance of applications or systems

Monitor wait time and abandonment for incoming requests that have not been routed

Track and manage adherence to policies for any service, product, process, or supplier

Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement.

Manage attendance for classes, shifts, meetings, or events

Track employee schedules, availability, and performance across projects and tasks

Track and manage employee time-off, vacation, and sick leave requests

Allow managers/supervisors to monitor calls for quality assurance purposes.

Allows managers/supervisors to evaluate the performance of agents.

Active monitoring of systems, applications, or networks

Observe and track the demand, usage, progress or quality of a system, product, or user

Automates some or all operation related tasks

Statistical data that helps identify improvement areas, delays or interruptions, and output of an employee

Has a centralized dashboard for users to interact with.

Predict labor requirements based on past and present data/trends

Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

Focuses on improving processes by collecting data and spotting bottlenecks or other challenges.

Allows inflow of requests through various digital channels such as email, social media, etc.

Allows users to access the software using mobile devices.

Provides queue management in case of increase in case/call inflow.

Allows distribution of incoming calls to agents.

Allows users to request a call back.

Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system.

Allows automatic distribution of incoming calls to the agents.

Transfers live calls to other agents

Manage, organize, and store contact information

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels

Create and administer polls and surveys

Create a collection of marketing actions to complete specific goals and plan and analyze campaign results

Manage and track all past and future calls.

Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs.

Use AI to generate content in the form of text, images, videos, etc.

Simulates human-like speech from text inputs.

Use AI to generate content in the form of text, images, videos, etc.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Sends voice calls to a specific queue based on predetermined criteria

Use AI to generate content in the form of text, images, videos, etc.

Condenses long documents or text into a brief summary.

Use AI to generate content in the form of text, images, videos, etc.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Use AI to generate content in the form of text, images, videos, etc.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Set up connections to third-party platforms to improve business processes

Computer-telephony integration is the use of computers to manage telephone calls

Manage and support multiple languages

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Set up connections to third-party platforms to improve business processes

Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc.

Computer-telephony integration is the use of computers to manage telephone calls

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Set up connections to third-party platforms to improve business processes

Computer-telephony integration is the use of computers to manage telephone calls

Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times.

Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions.

Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review.

Listen to live phone conversations for the purpose of training and assessing agent performance

Active monitoring of systems, applications, or networks

View and track pertinent metrics to find patterns and gain insights from data

Turns text into natural sounding speech

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Track and document all activities across devices, networks, and other systems

Sends voice calls to a specific queue based on predetermined criteria

Provide agents with a typical response for common call subject matter

Manage, organize, and store contact information

System automatically dials the next number on the contact list after the previous call ends

System provides callee information to agent prior to the call to help determine whether or not to make the call

System that automatically dials calls

Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number

Active reporting of data and metrics

A collection of customer information such as contact details, demographics, previous interactions, etc.

Store information about leads or contacts and track, manage and nurture them throughout the sales process

System calls multiple numbers at once and connects the agent to the first number that answers

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Identify which applications need to exchange data and enable these data connections

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Distribute/route/connect calls

Create a collection of marketing actions to complete specific goals and plan and analyze campaign results

Use AI to generate content in the form of text, images, videos, etc.

Track interaction history by documenting conversations for contacts

Identify the number and contact information of a caller before answering the phone

Transfers live calls to other agents

Track and report on call outcomes

Computer-based system that allows users to send and receive voice messages

Communicate using direct chat or messages within the system

Dials outbound calls automatically

Track and report on all incoming and outgoing calls

Application programming interface that allows for integration with other systems/databases

Centralized database of stakeholders and their contact information such as names, address, phone number etc.

Automatically identify and save contact information of potential customers

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

Manage and track all past and future calls.

Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls

Control the name and number that appears on outbound caller ID

Manage contacts across multiple mailing lists

Customize data fields to support various needs and use cases

Software program that continuously adjusts its behavior based on observed data

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Manage multiple campaigns in one system

Create, design and manage workflows for repetitive tasks

Collects essential call data such as call origin, call destination, call length, and other transaction details

Route and distribute your leads to third party buyers

Monitor wait time and abandonment for incoming requests that have not been routed

A call center that primarily receives calls, typically customer service focused

Caters to sales teams

Protect sensitive data for digital privacy

A call center that primarily makes calls, typically sales focused

Organize and manage the accomplishments and development of employees or performance of applications or systems

Track and manage adherence to policies for any service, product, process, or supplier

Access software remotely via mobile devices

Manage, store and organize emails within the system or via third-party apps

Ability to chat online in real time

Transfers live calls to other agents

Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Highlight specific time marks for annotation and review purposes

Manage and track all past and future calls.

Analyze and gain insights into data in real-time

Monitor wait time and abandonment for incoming requests that have not been routed

Receive data and information in real time

Application programming interface that allows for integration with other systems/databases

Active monitoring of systems, applications, or networks

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Distribute/route/connect calls

Track and document all activities across devices, networks, and other systems

Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response

Predefined actions automatically performed on the occurance of specific events

Set up connections to third-party platforms to improve business processes

Automatically record calls at predetermined times

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Listen to live phone conversations for the purpose of training and assessing agent performance

Move files across different systems or networks

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Track and report on all incoming and outgoing calls

Voice conversion to text

Create a collection of marketing actions to complete specific goals and plan and analyze campaign results

Track and report on call outcomes

Computer-telephony integration is the use of computers to manage telephone calls

Manage, organize, and store contact information

System calls multiple numbers at once and connects the agent to the first number that answers

Computer-based system that allows users to send and receive voice messages

Identify the number and contact information of a caller before answering the phone

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Sends voice calls to a specific queue based on predetermined criteria

Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number

Record live video calls to play later

System that automatically dials calls

Communicate using direct chat or messages within the system

Record the audio of phone conversations for quality assurance purposes

Alter the layout and content of reports

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Track interaction history by documenting conversations for contacts

Predict future data based on historical data sets

Interact with data visualization elements, such as charts and graphs, to drill down into data

Analyze the current state of sales data to accurately understand trends and forecast future sales numbers.

Record audio or import/upload audio files

Receive and/or send email notifications for urgent updates, requests, or other information

Attach digital tags to documents and assets for identification, search, or monitoring purposes

Enables users to search, access, and retrieve information from the system's database without needing technical assistance or support

Process and analyze human language in text or audio form

Gauge satisfaction and receive information for improvement and success

Use AI to convert voice into text automatically

Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels

Analyze, correct, and monitor speech for transcriptions or recordings

Online portal through which end users can access the system, manage tasks, or obtain information

Organize and manage the accomplishments and development of employees or performance of applications or systems

Record the audio of phone conversations for quality assurance purposes

Search and filter data across systems to locate required information by entering keywords or certain criteria

Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral

Track and manage adherence to policies for any service, product, process, or supplier

Manage and support multiple languages

Compliant with HIPAA, which sets standards for sensitive patient data protection

Protect sensitive data for digital privacy

Provide agents with a typical response for common call subject matter

Systematic evaluation of various aspects of a project or service to prevent defects or issues

Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement.

Manage and track all internal and external communication conducted via calls, email, text, or chat

Organize and group data or items based on various criteria

Identify different languages

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Manage and track employee attendance

Listen to live phone conversations for the purpose of training and assessing agent performance

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Designed for call centers

Track and measure time worked for employees

Set up connections to third-party platforms to improve business processes

Use AI to generate content in the form of text, images, videos, etc.

Track and report on everything that happens within the system or network

View and track pertinent metrics to find patterns and gain insights from data

Application programming interface that allows for integration with other systems/databases

Record the audio of phone conversations for quality assurance purposes

Manage the process of evaluating documents or requests submitted for approval

Track employee skills, competencies, training & qualifications

Track and document all activities across devices, networks, and other systems

Utilize third party services to cover unforeseen labor needs

Conduct & deliver coaching sessions to improve employee performance or facilitate development

Electronic storage of staff/employee contact information and job status in a centralized repository

Track/log the amount of time employees worked per job using a timer

Agents can view and manage all customer requests and interactions.

Application programming interface that allows for integration with other systems/databases

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Transfers live calls to other agents

Import and export data to and from software applications

Provide agents with a typical response for common call subject matter

Track interaction history by documenting conversations for contacts

Provides a channel for team members to share media files, communicate, and work together

Listen to live phone conversations for the purpose of training and assessing agent performance

Alter the layout and content of reports

Manage, organize, and store contact information

Track and document all activities across devices, networks, and other systems

Distribute/route/connect calls

Centralized database of stakeholders and their contact information such as names, address, phone number etc.

AI-based platform which conducts a conversation via auditory or textual methods

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Organize and manage the accomplishments and development of employees or performance of applications or systems

Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Focuses on improving processes by collecting data and spotting bottlenecks or other challenges.

Agents can view and manage all customer requests and interactions.

Monitor wait time and abandonment for incoming requests that have not been routed

Access previous interactions or concerns to maintain customer relationships

Computer-based system that allows users to send and receive voice messages

Observe and track the demand, usage, progress or quality of a system, product, or user

Manage and track all past and future calls.

Communicate using direct chat or messages within the system

A set of processes to optimize the productivity of its employees

Create a collection of marketing actions to complete specific goals and plan and analyze campaign results

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Manage, store and organize emails within the system or via third-party apps

Identify the number and contact information of a caller before answering the phone

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Active monitoring of systems, applications, or networks

Visualize and analyze customer experience across all touchpoints and channels

Conduct & deliver coaching sessions to improve employee performance or facilitate development

Monitor wait time and abandonment for incoming requests that have not been routed

Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral

Listen to live phone conversations for the purpose of training and assessing agent performance

Focuses on improving processes by collecting data and spotting bottlenecks or other challenges.

Tool to send questionnaires to customers to gauge feedback

Agents can view and manage all customer requests and interactions.

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Provides a channel for team members to share media files, communicate, and work together

Boards that use custom metrics to show how leading performers compare to other individuals/teams

Builds a system of recognition and rewards to encourage employee performance and link outcomes to business needs

A set of processes to optimize the productivity of its employees

View and track pertinent metrics to find patterns and gain insights from data

Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement.

System calls multiple numbers at once and connects the agent to the first number that answers

Connect with meeting participants remotely over video

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Tracking the status of previously identified performance measurements

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response

Manage, organize, and store contact information

Create multiple models or equations for generating scores

Receive system updates as soon as any changes are made

Track interaction history by documenting conversations for contacts

Record the audio of phone conversations for quality assurance purposes

Software program that continuously adjusts its behavior based on observed data

Record and save a video file of what is happening on a computer screen

Streamlining repetitive tasks and activities through automated and predefined workflows

Communicate using direct chat or messages within the system

A collection of customer information such as contact details, demographics, previous interactions, etc.

Add customized logos and colors to align with company branding

Record the audio of phone conversations for quality assurance purposes

Create and automatically send premade copy in response to customer messages

Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response

Manage, store and organize emails within the system or via third-party apps

Create, save, and re-purpose templates for emails, forms, etc.

Send messages via SMS

Gauge satisfaction and receive information for improvement and success

Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Track and manage adherence to policies for any service, product, process, or supplier

Manage and support multiple languages

Track interaction history by documenting conversations for contacts

Set up connections to third-party platforms to improve business processes

Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc.

Create, design and manage workflows for repetitive tasks

Access previous interactions or concerns to maintain customer relationships

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Supports various video file formats

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

Organize, prioritize, and manage incoming communications

Application programming interface that allows for integration with other systems/databases

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Provides a channel for team members to share media files, communicate, and work together

Track and document all activities across devices, networks, and other systems

Communicate using direct chat or messages within the system

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Access previous interactions or concerns to maintain customer relationships

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Analyze and gain insights into data in real-time

Collects essential call data such as call origin, call destination, call length, and other transaction details

Alter the layout and content of reports

Receive data and information in real time

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Track and document all activities across devices, networks, and other systems

Ability to chat online in real time

Provide agents with a typical response for common call subject matter

Centralized database of stakeholders and their contact information such as names, address, phone number etc.

Computer-based system that allows users to send and receive voice messages

Application programming interface that allows for integration with other systems/databases

Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number

Send messages via SMS

Schedules callback times

Identify the number and contact information of a caller before answering the phone

System calls multiple numbers at once and connects the agent to the first number that answers

Gauge satisfaction and receive information for improvement and success

System that automatically dials calls

Set of pre-recorded messages for candidates that can be shared before, during and after the video interview

Notifications that are delivered to users as soon as an event occurs

Track interaction history by documenting conversations for contacts

Track and report on call outcomes