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

Putting the 'I' in IVR with Virtual Assistants

There are countless reasons for calling customer service centers. Too often, the result is a virtual interaction that multiplies the negative experience with the brand and gives IVR a bad name. [ Read More ]
10/23/2014

jobs4america Records 16,080 Net New US Contact Center Jobs Created in Q3

jobs4america is a coalition of forward-looking business leaders committed to creating jobs in America. [ Read More ]
10/21/2014

Dialogic IMG 2020 Now Avaya Compliant

Dialogic Inc., a Network Fuel company, recently announced that its IMG 2020 Integrated Media Gateway is now Avaya compliant. The solution is now compatible with Avaya Aura Experience Portal 7.0, Avaya Aura Communication Manager6.3 and Avaya Aura Session Manager 6.3 as an integrated media gateway. [ Read More ]
10/21/2014

Sitel to Create 300 New Jobs

Sitel, a global customer care provider, recently announced its plans to strengthen the staff at its customer care call center in Hamilton, Alabama. The company will hire 300 professionals to offer inbound customer support for its new client. [ Read More ]
10/21/2014
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!