Enables agents and managers to see the origin of the call.
Category average: 8.7
Forwarding of calls to the appropriate agents.
Category average: 8.3
Allows current agent to speak with new agent before call is transferred.
Category average: 9
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.1
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 7.6
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
Category average: 8.3
It addresses the concern of properly distributing clients calls to the proper department and agent.
Our Contact Center needed Skills and expertise to support the client base. Therefore we were able to have a skills-based agent who was able to support our Tier 1 clients with exceptional customer service.
Five9
Avaya Aura, ButterCMS, Acoustic Analytics
Call Center Elite is our main solution to give our customers the best functionalities for their CC operation. The functionalities for the agents, reporting, monitoring, statistics, and IVR interaction are very useful in order to have all the KPIs under control and give the confidence that our customers need to keep their operations at good levels.
We use it for our skilled agents both on-site and remotely. It allows for calls to be routed using vectoring and also allows us to run reporting software on different skills.
The ability to manage our call priorities using the tool. Allows to ensure we provide expedited service to those calls we deem higher importance.
Alvaria CXP Pro
Avaya Experience Platform
