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Avaya Contact Centers

In order to succeed in the competitive markets today, businesses need to be able to offer the most superior service and high quality customer interactions. Large businesses and enterprises have the advantage of large contact centers to increase their efficiency, while small to midsize companies were typically left in the dust...Until now.

Avaya IP Office Contact Center (IPOCC)

Avaya has recently solved the lack of communication capabilities for small to midsize companies with the IP Office Contact Center. Avaya's IP Office Contact Center is an affordable contact center solution that gives SMBs the ability to respond swiftly, efficiently and accurately to all customers, in any channel. IPOCC is the first solution from Avaya that gives SMBs the ability to easily manage multichannel customer interactions.

Avaya IPOCC is an all-in-one customer service solution that enables businesses to delivery consistent, personalized service to customers across all channels and locations. As the name suggests, Avaya's IP Office Contact Center is integrated with IP Office in a simple, easy-to-use administration interface. Not only can it evolve your business, but the fast implementation and installation will leave your business with minimum disruption. The benefits that Avaya IP Office Contact Center can bring to your SMB are abundant. Such values and benefits of the contact center include:

  • Improved interactions through consistent, personalized service and identifying up-selling/cross selling opportunities.
  • Enhanced first contact resolution.
  • Ability to deliver the best service at the right level, anytime, anywhere with multichannel capabilities.
  • Increased employee productivity by giving them the tools they need to resolve issues and reach out to new customers.

Avaya IP Office Contact Center brings the unlimited benefits of a full contact center solution to businesses that previously haven't had the resources or budget allocation for one that fit their needs. IPOCC supports 5-100 contact center agents and includes features such as call recording for every agent, an agent interface to quickly access customer information, and easy set-up and management. Avaya IP Office Contact Center offers:

  • Flexible media distribution
  • Integrated multi-channel customer contact solution for voice, e-mail and web chat
  • Customer prioritization capabilities
  • Skills-based routing
  • Voice and self-service solutions
  • Enhanced outbound campaigns
  • Telemarketing
  • Online monitoring
  • Historical records
  • Interactive Voice Response (IVR)
  • Call recording
  • Remote work capabilities
IPOCC Capacities Preferred Edition Server Edition
IP Office Hardware IP 500 V2 Dell R210/220
HP DL 360
Server Virtualization Yes Yes
Max. Number of Seats 30 100
Max. Active Voice Agents 30 100
Max. Configured Voice Agents 150 500
Multimedia-Enabled Agents Yes Yes
Max. Supervisors 30 100
Max. Simultaneous Agent Recordings 30 100

IPOCC Server Requirements
Operating System Microsoft® Windows Server 2008 R2 Standard 64-bit Edition SP1, Microsoft® Windows Server 2012 R2 Standard 64-bit Edition
Processor Intel Xenon E3 Quadcore 3.1 GHz
Memory 8 GB DDR3
Hard drive 1 Seagate ST500DM002 500 GB 7200 RPM, SATA 6 G 16 MB Cache*
Raid controller Raid Controller Intel C202 onboard
Disk space allocations -500 GB disk space for complete OS, databases, and applications
Keyboard Multifunction keyboard
Network 1NIC 1 GB, network or Ethernet card**
Media DVD-ROM drive

*Note: Avaya recommends you to add an additional 500FB Hard Disk Drive and RAID to support IP Office Contact Center.

**Note: IP Office Contact Center supports only one NIC. If you have multiple NICs, disable all the other NICs.

IPOCC Agent Workstation Requirements
Operating System Microsoft Windows 7, or Windows 8.1
Processor Intel Pentium 4 processor 2.2 GHz or higher
Memory Minimum 4 GB RAM
Hard disk Minimum 10 GB
Keyboard and mouse Multifunction keyboard and mouse
Network Ethernet card
Browser Microsoft Internet Explorer 8.x or higher, Mozilla Firefox 3.6 or higher

If you're an SMB looking for a contact center solution that fits your needs, Avaya IP Office Contact Center is your answer. Whether you want a cloud contact center, virtual contact center, on-premise contact center or hosted contact center, the Avaya IPOCC solution can meet your needs. Your business will be accelerated with the capabilities that a fully functioning contact center provides, without breaking your budget.

Converged Communication Systems is a certified partner and expert in Avaya services, as well as being one of the first Avaya partners to sell and implement IP Office Contact Center. Contact us today at sales@convergedsystems.com to get your business setup with the best contact center solution available for SMBs.

Avaya Contact Center Select (ACCS)

For larger businesses, there's a solution for you as well. Avaya Contact Center Select is the newest solution for IP Office businesses that need over 250 agents. ACCS is a multichannel customer contact solution that provides businesses with the ability to anticipate, automate and accelerate customer interactions, improve customer experience, boost customer lifetime value, and improve business efficiency. ACCS supports up to 1,000 agents and offers features such as a unified agent desktop, outbound dialing, call recording, unified reporting, flexible deployment, virtualization options, skills based routing and more.

ACCS Capacities and Requirements
UC Platform Avaya IP OfficeTM Platform
IP Office Server Edition minimum software version R9.0.3
IP Office 500v2 minimum software version R9.0.3
Operating System Microsoft Windows Server 2008 R2, 64 bit Standard and Enterprise, Editions
VMware vSphere platform with ESXi hypervisor Ver 5.0/5.1/5.5
Client Microsoft Windows Vista Business SP1 or later
Microsoft Windows Vista Enterprise SP1 or later
Microsoft Windows 7
Microsoft Windows XP Professional Service Pack 2 or later
Microsoft Windows 8.1
Max. Multichannel Agents 250 IP Office Server Edition
350 IP Office 500v2
Max. Configured Agents 1000
Max Supervisors 50 IP Office Server Edition
30 IP Office 500v2

For more information about Avaya Contact Center Select, email Converged Communication Systems at sales@convergedsystems.com.

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