AVAYA CONTACT CENTER SOLUTION
CONTACT CENTER SOLUTION INDEX
A Composable Center Focused on Customers
Contact centers are an important channel for customer contact. Their scope of operation is expanding rapidly, and the customer inquiry is getting more complicated.
In this context, for CS improvement and CX (customer experience), not only are platforms faster and easier to use,it is necessary to provide an environment for contact center operators that is easy to use and safe.
Avaya positions its next-generation contact center as a composable contact center.By easily combining everything, the system provides the basis for a contact center where customers can easily get what they need when they need it.
Avaya's market share
Avaya have a high worldwide market share in the contact center market,not just in the traditional on-premise, but in the cloud market.
Vendor Positions through Full Year Calendar 2020
Worldwide UC, CC & Collaboration Segments
About Partner Gem Levels
Tsuzuki Denki is certified as a Diamond Partner, the highest level in the Avaya Partner Program.
Avaya Solution Portfolio
In addition to the Contact Center system, we also offer the Unified Communication system for offices.
In recent years, contact centers are required not only for front desk operators, but also for seamless collaboration with back offices. A wide range of efficient solutions are available.
Solutions for Remort Work of contact center and office users are also available.
Avaya Solution Portfolio
Contact Center Solutions
- Call Center Solutions (Elite/AES/CMS)
- Digital Solution (Oceana)
- Outbound (POM)
- Recording System (Workforce Engagement)
Unified Communications
- Phone Services (Communication Manager)
- IP-Phones (J-Series/Vantage Series)
- Softphone (Avaya Workplace)
- Conference Devices (CU 360/B-Series)
- Collaboration Tools (Avaya Spaces)
- Avaya Japan’s proprietary application - Station Link, AgentMap, CC-one Portal, etc.
- 3rd Party integration -Salesforce, Google CCAI, Nuance, Verint, etc.
- Services (Avaya Professional Services)
- Managed Services
- Maintenance Service Support
Remote work solutions
Networking overview of the contact center with remote agents
When you access the contact center from home via internet, there are 2 options below.
Softphone
There are two options of softphones that run on PCs.
These are replacement for the handsets on the desks and different from the CTI soft phones such as StationLink.
Avaya Agent for Desktop
Supports Multi-OS (Win/Mac/Linux) and thin client,H.323 and SIP.
Avaya one-X Agent
The most proven softphone application for contact centers.
Supports Windows OS and H.323 only.
Comparison of Avaya Agent for Desktop and Avaya One-X Agent
| Classification | Item | Type | Design 1 | Design 2 | Design 3 |
|---|---|---|---|---|---|
| Avaya Agent for Desktop | Avaya Agent for Desktop | Avaya One-X Agent | |||
| Voice protocol | SIP | H.323 | H.323 | ||
| Avaya | CM | SW | CM7.1 or later | CM6.3.3 or later | CM5.2.1 or later |
| SIP | SW | Session Manager 7.1 or later US > System Manager 7.1 or later |
ー | ー | |
| Relate to NW | SBC | HW/SW | Avaya SBC 7.2.2 | ー | ー |
| VPN | HW/SW | ー | Required | Needs | |
| PC | OS | SW | Windows (8.1/10) Mac (10.12/10.13/10.14) Linux |
Windows (8.1/10) | |
| Thin-client | HW | Support (e.g. Dell Wyse) | Not available | ||
Avaya Product Introduction
StationLink CTI Softphone
- Multifunctional CTI soft phone specialized for contact center agents.
- By pursuing usability and customizability in a variety of user-environment, contribute to improving the operational efficiency and profitability.
Key Features
- Phone control (Answer, transfer, disconnect, etc.)
- Integration with CRM application
- Show other agents’ presence
- Monitoring the waiting call
- Call work code input
- Customizable screen (Button arrangement, vertical display, etc.)
- Display waiting time of incoming calls
- Display notifications
- Integration with Agent MAP (alarms, messages)
- SFDC integration (The optional module is required)
Agent MAP -Real time seat viewer
- This application "visualizes" the contact center in real time at various angles such as seat layout, graph and chart.
- Dramatically improve the efficiency of real-time management with CTI, alarm, message, and other integration.
Key Features
Visualize Contact Centers- Show agents’ status on seat map layouts
- Visualizing problems by setting the thresholds
- Display waiting calls
- Change agent skills
- Jump to CMS reports / external application
- Flexible layout editing feature
- Alarm from agents to supervisors
- Messages from Superviosors to agents
- Monitoring agent calls and whispering
Avaya Software licensing offers
Avaya is moving software away from traditional permanent licenses to Subscription/Cloud.
You can optimize your TCO by having the suitable license format for your environment.
New forms of software delivery
OneCloud Subscription Benefits
- Simplify licensing and support
- Single license agreement for both licensing and support simplifies the management. License costs are no longer a one-time purchase, allowing flexible payment planning.
- Asset Protection
- Existing customer incentive programs enable a reasonable transition.
- Allowance of 20% extended use
- Quickly and flexibly respond to sudden events such as seasonal changes and temporary campaigns.
- Always have the latest software version available
- Flexible planning for upgrades, additions, and service enhancements to meet budget and expansion plans
- Easily migrate to Cloud service
- As it has much in common with cloud services, making it easy to migrate to cloud services in the future.