Avaya Call Management System (CMS)

 

 
Avaya CMS is an integrated analysis and reporting tool that is used in a call centre environment. Call centre managers can use CMS to gather information on just one agent, a group of agents, a single contact centre or multiple locations around the world.

Avaya CMS is flexible and scalable. Avaya CMS is ideal for small single-location contact centres, in large multi-location applications.
With Avaya CMS you can:

· Analyze call flow
· Match your personnel resources and skills to call volumes and     

  caller needs
· Identify ways to increase productivity and reduce costs
· Plan new marketing and promotional campaigns
· Identify training needs
· Take fast, effective action to improve the overall efficiency of

  the operations of your call centre.
· Integrate data with mainframe-based documents such as sales

  reports and marketing reports
· More than 200 pre formatted reports help call centre managers

 see where they are achieving and where they need  

 improvements

 

Avaya Basic Call Management System Reporting Desktop
 

Avaya Basic Call Management System Reporting Desktop is a software application that works with Communication Manager. This product will provide call centre managers with the ability to store data for greater then seven days, a graphical view of real time reports in a Windows based environment and a driver to "push" data to wallboards. In addition, Avaya Basic Call Management System Reporting Desktop provides "point and click" historical report data transfer to third-party spreadsheet applications such as Microsoft Excel and Lotus 1-2-3. Avaya Basic Call Management System Reporting Desktop must reside on a server with a Microsoft operating system. The capacity of the server determines the amount of data that can be stored.
 

 

 

Call Management System (124kb)