Overview
What is Avaya Call Center Elite?
Avaya Call Center Elite is used to run a full-featured call center that handles inbound and outbound contacts, manageable with real-time and historical reporting insights. The CC Elite solution offers options for contact handling so customers are treated in a…
Avaya Call Center Elite Reviews
Avaya Call Center Elite Review
Avaya Call Center Elite Review
Avaya Call Center Elite Review
Avaya Call Center Elite Review
Avaya Call Center Elite Review
Avaya Call Center Elite Review
good for standar telephony based operations in CC
First Experience With Avaya Call Center Elite
Contact Center
CC Elite
Avaya review.
Very good Call Center system.
Great Experience with Avaya Elite.
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Call tracking (19)8.888%
- Call forwarding (20)8.585%
- Warm transfer (21)8.080%
- Validate callers (18)7.575%
Reviewer Pros & Cons
Video Reviews
6 videos
Pricing
What is Avaya Call Center Elite?
Avaya Call Center Elite is used to run a full-featured call center that handles inbound and outbound contacts, manageable with real-time and historical reporting insights. The CC Elite solution offers options for contact handling so customers are treated in a more efficient manner, enabling agents…
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Alternatives Pricing
What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
What is Talkdesk?
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 7.3Agent dashboard(14) Ratings
Enables agents to track and view their individual and team performance.
- 7.5Validate callers(18) Ratings
Authenticates inbound callers with a customer ID.
- 6.8Outbound response(13) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.5Call forwarding(20) Ratings
Forwarding of calls to the appropriate agents.
- 7.6Click-to-call (CTC)(13) Ratings
Allows one-click calling for agents.
- 8Warm transfer(21) Ratings
Allows current agent to speak with new agent before call is transferred.
- 7.4Predictive dialing(11) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 7.2Interactive voice response(14) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 6.9REST APIs(9) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 7.8Call scripts(17) Ratings
Providing agents with a predefined conversation script.
- 8.8Call tracking(19) Ratings
Enables agents and managers to see the origin of the call.
- 5.2Multichannel integration(11) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 5.9CRM software integration(14) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 8Inbound call routing(17) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 7.2Omnichannel inbound routing(8) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 7.3Recording(16) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 7.1Quality management(13) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 6.8Call analytics(15) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 7.2Historical reporting(17) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 7.2Live reporting(16) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 6.5Customer surveys(6) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 7.6Customer interaction analytics(9) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Tech Details
- FAQs
What is Avaya Call Center Elite?
Avaya Call Center Elite Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |