AVAYA - FEATURED ARTICLES
September 18, 2012
AVAYA News - New Avaya Solution Offers Flexible and Secure Centralized Contact Center Administration
By Tracey E. Schelmetic, TMCnet Contributor
It was in the bad old days of customer service when companies offered several channels of customer service, yet every one of them was a separate entity. “Siloing” of customer information and interactions was the norm. If you had three channels and 1,000 customers, it was as if you had 3,000 separate customers, since your phone channel, your retail store channel and your e-mail channel, for example, never met and comingled.
Now that most companies that did business in that way have gone out of business, centralization is still the theme that most consumer-facing companies should be following, particularly when it comes to the administration of the call center platform. Business collaboration and communications solutions provider Avaya (News - Alert) recently introduced its Avaya Contact Center Control Manager, a multitenant, Web-based and personalized thin-client application interface for centralized management and administration of Avaya contact center applications.
Avaya Contact Center Control Manager features a broad array of centralized security features, including the ability to apply roles-based permissions. Multitenancy capabilities allow every object that is administered to be assigned to a tenant and provisioned to the relevant Avaya system based on its administered location. System transparency is maintained as well as uncompromising customer privacy and security. The Contact Center Control Manager solution was designed to simplify setup and maintenance of Avaya Communication Manager and Avaya Contact Center applications such as integrated voice response (IVR) and workforce optimization, for example, by making it easier to perform a one-time definition of all relevant contact center administration data and entities. The browser based tool provides a single interface for contact center managers to dynamically manage operations such as agents, skills, visual call flows, routing and IVR applications effectively without IT assistance.
Beta customers who have used the new Avaya Contact Center Control Manager report that by using the solution to centrally administer their Avaya contact center products, they have been able to reduce administration tasks and expose system administration features to non-technical users while controlling every single feature with an active directly integrated permissions engine.
Avaya also stresses that in addition to offering administration flexibility, the solution also offers system transparency as well as uncompromising customer privacy and security.
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Edited by Brooke Neuman