See whata day in the life of your contact centercan be like with Avaya Experience platform. How Avaya Can Help The future of customer experience is here, but not all cloud-based contact center solutions are equal. Impress customers, empower employees, and advance your organization with Avaya Experience platform—the cloud contact center...
Establishing a set of measurable per-transaction goals (sale made, contact handled within a predetermined time, customer satisfaction) for each interaction type of transaction (sales contact, trouble contact, emergency contact). If these goals are consistently met, the agent's skill level is automati...
For example, an agent using Avaya Inc.'s Interaction Center™ can read an entire email or web chat by previewing it and have that time counted as idle time or against another work item. It is only when the agent replies (because it requires explicit input) that accurate accounting for ...
<div p-id="p-0001">A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities,
Field of Search: 379/265.01, 379/201.02, 379/201.03 View Patent Images: Download PDF 9571644 US Patent References: 20130301820SYSTEM AND METHOD FOR CLIENT INTERACTION APPLICATION INTEGRATIONNovember, 2013Williams et al.379/201.01 20130051548CONFIGURING A VIRTUAL REALITY ENVIRONMENT IN A CONTACT CENTER2013...
While there have been some solutions to make this queue and assignment structure more flexible, every solution has always been hampered by the notion of utilizing a number of queues.To improve efficiency, a contact center will typically segment contacts into many different queues. This segmentation...
<div p-id="p-0001">A dialog aggregator provided by a contact center communication system for text-based interaction chains is described along with various methods and mechanisms for administering the
<div p-id="p-0001">A contact center is provided that includes a plurality of agents for servicing incoming contacts and an event manager that is operable to monitor various administrative changes made
(re)connects the agent to client100, at step222. This generally causes client100to end execution of applet98, at step224. If applet98was interactive, ending its execution may involve sending the results of that interaction with the user of client100(e.g., data provided by the user) back...
of this application would present a new service using the OCAP client and back-end server. The consumer would indicate to the client that they need assistance. The client would send the appropriate information to the back-end server. Once the information is received, a screen could be pushed ...