Contact Center Solutions Featured Article

Avaya Aura Call Center Elite Course Now from New Global Knowledge

December 06, 2012

Global Knowledge (News - Alert), a company specializing in IT and business skills training, unveiled its new course, Avaya Aura Call Center Elite Implementation and Configuration.

The four-day course teaches students to use Avaya (News - Alert) Aura Call Center Elite features, including skills-based call routing and advanced call vectoring, to enhance call center functionality and meet business objectives.

Avaya’s Call Center Elite is an automatic call distribution application that maximizes routing and resource selection, allowing agents to handle calls more effectively and improving overall productivity.

It offers conditional call routing, using context-based inputs and versatile selection capabilities as well.

Managers can choose whether inbound calls connect with the least busy agent, the first available agent, or the one with skills that best match the customer’s needs. Virtual call routing allows businesses with multiple sites to maximize resource utilization across all locations.

Avaya Aura Call Center Elite Implementation and Configuration is available in classrooms and as a private on-site course that can be tailored to the needs of a student's organization.

A Global Knowledge official said in a statement that students who enroll in their new course can learn call center components, concepts and terms to perform an initial call center configuration, administer a dial plan, understand feature-related system parameters, hunt groups, agents, announcements and music sources – as well as Avaya Aura Call Center Elite features of Avaya Aura Communication Manager Creating – and test call vectors through Avaya's call center applications used with Avaya Aura Call Center Elite.

In related news, Avaya Aura Applications with VMware Ready brings high reliability, simplicity and flexibility to virtualized collaboration applications. Avaya customer RealPage uses the new Avaya solution to Virtualize UC Core, speeding customer service deployments by up to 20 percent.

Avaya today unveiled its new communications architecture for virtualized unified communications applications within the Avaya AuraVirtualized Environment, to help businesses accelerate mobile collaboration applications across the organization.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Canon Ranks in Top 10 Percent of Companies for Customer Service

Top-notch customer service is all too rare these days, particularly among larger, well known enterprises. But Canon U.S.A. has defied the odds by winning a Center of Excellence certification from Benchmark Portal for the sixth year in a row. The company ranks in the top 10 percent of companies for the efficiency and effectiveness of its support, according to the research firm. [ Read More ]
11/20/2014

Wheelings & Dealings: Qualfon Acquisition of Center Partners get nod as Small-Market Deal of Year for 2014

For those who are frequent visitors to the Contact Center Solutions Community, you know that we like to report on recognition that community members get. However, recognition can cover a lot of ground so not always does it involve a company receiving an award for providing great customer services. [ Read More ]
11/20/2014

Managing the Customer Experience- 'Hold on I'm Coming' is Not an Answer

In looking for trends regarding the customer experience, it is always a delight to run across somebody sharing fact-based insights on critical matters of this or any day. It was thus illuminating to happen upon a timely posting by author Shep Hyken on the B2C website titled, "How To Manage Hold Times During The Customer Experience." It is a short but powerful piece about a true bane of modern existence, being put on hold. [ Read More ]
11/20/2014

City of San Antonio Leverages Customer Mobile and Open311 Cloud Framework to Mobilize Citizen-Centric Government

Customer engagement covers a lot of ground since customers are not only those of enterprises but governments as well. This is under-scored with the recent announcement that KANA Software, a Verint company, has its Customer Mobile application and Open311 cloud infrastructure combination being used effectively by the City of San Antonio, Texas to help residents access information and request city services from their mobile devices anytime, anywhere. [ Read More ]
11/20/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!