Compact Contact Centre

Compact Contact Centre (CCC) is the next-generation contact centre solution for small and medium enterprises, providing managers with both historical reports, and real-time view of the call centre activity. Tightly integrated with the whole of the IP Office portfolio, CCC has been designed to allow organisations to manage their customer facing department or contact centre effectively and improve the service they provide to their customers.

By focusing on management by exception, CCC enables busy managers and supervisors to concentrate on other aspects of their responsibilities, secure in the knowledge that they will be told when something is not quite right. Many traditional management information systems (MIS) rely on a busy supervisor constantly monitoring their queues and agents. Avaya have taken the approach that allows Call Centre View to do the work and only informs the supervisor when a problem has or is about to occur i.e. exception management and reporting. Alarms may be set on up to 16 parameters per device, ensuring that a supervisor will automatically be informed should an exception occur, thus freeing the supervisor to continue with other, more productive activities.

The comprehensive and highly professional graphical reports can be run over any period of time, and provide a detailed view of all call centre activity.

The wallboard facility enables both fixed wallboards and pc-based wallboards to be deployed within the business, allowing managers to issue motivational and informational messages where they are most needed.

CCC is fully integrated with the whole of the IP Office product range, allowing reporting on all aspects of the contact centre, including any comfort messages or auto attendants provided by Voice mail Pro. The product consists of a set of fully integrated modules sharing a common database with IP Office. The benefit of this approach is that there is a single point of configuration, therefore the system is far easier to use and update than traditional call centre management tools whilst, accuracy is assured through the single configuration database held on IP Office.

Many traditional management information systems (MIS) rely on a busy supervisor constantly monitoring their queues and agents. Avaya have taken the approach that allows Call Centre View to do the work and only informs the supervisor when a problem has or is about to occur i.e. exception management and reporting. Alarms may be set on up to 16 parameters per device, ensuring that a supervisor will automatically be informed should an exception occur, thus freeing the supervisor to continue with other, more productive activities.

Positioning

Scaling from 5 to 75 agents, IP Office CCC offers the ability for call centres and customer-facing departments of all sizes to benefit from the advantages of measuring key performance indicators. By reducing the average duration of each call, major efficiency gains can be made, typically resulting in a pay-back period of only a few months.

CCC offers a full and comprehensive solution to the customer contact needs of small and medium-sized enterprises, by providing the features and functionality previously only available to large organisations. By focusing on reducing the cost of ownership, CCC's ease of deployment means that companies can concentrate on delivering great customer service, with all the measurements and statistics required to implement a contact centre.

Features/Benefits

·  18 real time screens
·  Fully integrated with Voice mail Pro, including callback
   request facility, and full reporting on comfort messages
   and auto attendant
·  Fixed and PC-based wallboards
·  48 Standard Reports - highly professional and graphical
·  Full customisation of reports via Report Designer
·  Single point of management through IP Office Manager
·  Management by Exception
·  Modular and Scaleable