AVAYA CMS SUPERVISOR

Avaya CMS Supervisor

Avaya CMS Supervisor

Introduction

The CMS (Call Management System) is an Avaya solution efficiency providing operational analysis and reporting integrated to help you keep in touch with what's happening in your center - whether evaluate the performance of an agent, a group of agents, contact center specific or more centers worldwide. Avaya CMS allows you to benefit from a robust real-time monitoring and historical reports: reports custom, task scheduling, exception notification, warning threshold, administration and configuration, and data storage ACD long term, with more Avaya servers and gateways.

Description and Analysis

Avaya CMS helps maximize the effectiveness of your call center you to:

Increase the volume of calls retaining the existing workforce

Solutions for operational efficiency Avaya allow you to monitor and analyze everything that happens in your contact center (waiting time, average response time, percentage of reduced abandoned calls by compared to last year, etc.).. With real-time information, Avaya CMS allows you to make decisions instant when it comes to redistributing your human resources or redirect calls. You can also use the historical data to develop new procedures to improve performance and reduce costs (Brian, 2001).

Improve productivity maintaining tight control costs

Avaya CMS system allows you today to achieve your goals main, and will evolve with you the future. Our solutions are simple of use and quick to deploy, thus providing no expected returns on investment. You can also use the historical reports to analyze trends, to establish references terms of performance and provide new marketing campaigns or customers more efficient.

Improve satisfaction clients

When using the information of Avaya CMS to improve the allocation of staff, the call flow and levels service, this will allow you to increase customer loyalty.

To recruit and retain exceptional employees

By using the information to develop a contact center more efficient with the goals of excellence and quality also helps to create a workplace more pleasant and, therefore, give you more likely to engage and retain employees' exception (Lawson, 2006).

Enhance the continuity of service

Avaya CMS provides two options resilient data center contact. The first is High Availability CMS - two systems operate in tandem and, therefore, provide data redundancy. The second, Survivable CMS supports continuity of service centers contact on several sites to allow continuous operation in case of disaster on the main site. Avaya CMS is flexible and scalable. This is an ideal solution for both small contact centers that single-site for large call centers, multi-site. You can use ...