CMS

 

Avaya Call Management System provides the information and management tools customers need to monitor and analyze the performance of their contact center operations, showing where improvements are needed and where to take fast, effective action.

 

Business Benefits

• Ability to, via the Microsoft Windows graphical user interface, monitor and move multiple agents easily with the use of a mouse versus a series of commands, while also giving customers the familiar look and feel and increased efficiency of the Microsoft Windows platform.

• Ability to run other PC applications while actively monitoring contact center conditions.

• Customized threshold and exception alerting, which can help contact center managers rapidly respond to changes within the contact center.

• Utilizing existing PC and LAN environments can help reduce costs, recover desk space, leverage infrastructure investments by eliminating the need for a separate terminal, and allow users to print reports on any network printer for which the user has permissions.

• Expanded mobility, with access to the CMS from the desktop or laptop PC, within the contact center or from remote locations via dial up access or local or wide area networks (LAN/WAN).