Avaya Small Business Call Center Solution

In the previous Teltek blog, How A Call Center Can Help Your Small Business, we stated that 7 out of 10 customers who take their business to a competing company can directly attribute this action to receiving poor customer service on the phone from the original company

Fear Not, Teltek and Avaya have a solution for you!

Avaya Customer Call Reporter (Avaya CCR) has replaced the previous version, Avaya Compact Contact Center (Avaya CCC) for the Avaya IP Office Phone System. This recent upgrade has made Avaya CCR the call center software of choice for Avaya small business phone system users. Unlike third-party call center software packages, CCR is made by Avaya with the small business user in mind – simple and easy to use. It was also created specifically for the Avaya IP Office phone system, so there is no need to fuss with third party companies for support or custom report development.

As of April 2011, Avaya is offering a license swap program to enable existing Avaya CCC users to upgrade to CCR for little to no money out of pocket – to learn about this offer, give Teltek a call at 1.866.9.Teltek.

Avaya Customer Call Reporter is simply a software license (or set of licenses) that resides on a server located in within an organizations office. Depending on the size of your call center, smaller customers can even share the same server for the call center and Preferred Edition (formerly called Avaya Voicemail Pro) Voicemail Applications. The first license you will need is Avaya IP Office Advanced Edition, which will provide you with the following:

CCR Software
Agent Licenses
1 Supervisor License
VoiceMail Pro 3rd party IVR (database interface) license
VoiceMail Pro VB Scripting IVR license
VoiceMail Pro Contact Store (Recordings Administrators License)
VoiceMail Pro 8 ports of 3rd-party Text to Speech (TTS)
Call recording (Avaya Contact Store) built in to play back and archive calls for training purposes

From there you can add additional voicemail ports, supervisor and agent licenses as needed.

Facts about Avaya CCR:

It has a web interface using any browser via a thin client to access it; will support Mac users.
Drag and drop report templates enable one to create more than 80 reports.
Alarm settings can be used to establish warnings and alarms on grade of service, dropped calls, overflow, etc.
Offers an Intuitive interface and administration requires minimal customer training.
Best suited for call centers fewer than 30 users, but will support up to 150 agents, 30 supervisors (managers of agents) and 1 administrator (person that is setting up software).
Reports can be run in multiple formats and can be scheduled to be automatically emailed or printed at any given period in time.
A map report offers a view with virtual “push pins” where inbound calls are coming from – offers customers the ability to quantify marketing initiatives or identify areas to focus development on.
Will only support a single office location only; VPN phones, small community networks, etc. will not work on current version (contact Teltek for other models that support multi-site or VPN phone call reporting)
Will offer callers in queue two different prompts: 1) their place in line for the call to be answered (you are X caller in line) and/or 2) the caller’s expected wait time (your expected wait time is X minutes); will also offer for the caller to continue to hold or give them the option to leave a message.