Session Information
User Group
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Avaya Call Center 6.0 and Call Management System R16.1 More is More
Track
:
600 - Contact Center
Program Code:
608
Date:
Monday, April 19, 2010
Time:
4:00 PM to 5:30 PM
EST
Room:
Korbel Ballroom 1ABC
PRESENTER
(S):
Kevin Clukey, Avaya
LEARNER OUTCOMES:
Today, more than ever, you are challenged to lower costs and raise customer satisfaction levels. You’ll be happy to hear that Call Center 6.0 and CMS 16.1 are packed with abundant features and resources to help you meet both of these goals. To lower costs, see how the new Call Center 6.0 and CMS R16.1 capacities help you consolidate as never before. Learn about the new CMS high redundancy and how call center interoperates with two other big cost savers: Intelligent Customer Routing and Avaya Aura Session Manager. To improve customer satisfaction you will see the vectors, administrative screens, and reports you need to:
· Serve callers better if redirected on no answer
· Provide special treatment for callers who return to vectoring for further processing (e.g., they were answered in an IVR)
· Call up reserve agents in new ways without Advocate
· Instantly close a location or make a skill unavailable
Call Center 6.0 includes Advocate! Find out if Advocate is right for you, how you activate it, and how you report on it.
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