INDeX Call Centre View
Avaya's real time management information system (MIS) for contact
centres using INDeX, the INDeX Call Centre View is designed to allow
effective management of telephone based staff, enabling any business
utilising INDeX to provide outstanding telephone customer service and
facilitate eBusiness solutions.
Specification
• Scalable solution from 5 to 400 Agents
• Supports up to 20 Call Centre Supervisor (client) positions
• Client Server architecture using TCP/IP as the network transport
• Server applications utilise Windows NT4 and Windows 2000
(available in
a future release) operating systems
• Client applications utilise 95,98, NT4 Workstation and 2000
professional operating systems
Features/Benefits
INDeX Call Centre View (CCV) is relevant to the small Customer Facing
Department (CFD) of just a few agents up to a large dedicated call
centre.
In order to manage the level of service provided to customers
effectively, real human resource management is essential. The INDeX CCV
has been specially designed to manage the CFD or contact centres most
valuable and expensive asset - the staff. Additionally the product has
been designed with the busy contact centre supervisor in mind, or indeed
the department who may not have a dedicated supervisor, the aim being to
reduce the workload on the supervisor through exception handling and
reporting.
Features
• Graphical, configurable presentation of internal and external real
time management information
• Real time reporting using exception management
• Real time management of individual agents, internal support
teams and external campaigns through a single Graphical User
Interface (GUI).
• Low cost of ownership by providing a single point of
management using
Interactive Directory Database (IDD)
• Open interfaces for CTI integration
• Ability to control costs and ensure infrastructure is efficiently
managed
• Open solutions based on Microsoft Windows NT and Windows
2000 (available in a future release)
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