Contact Center Solutions Featured Article

December 06, 2012

Avaya Aura Call Center Elite Course Now from New Global Knowledge

By Meenakshi Shankar

TMCnet Contributor

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

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