Avaya IP Agent - Product Details
As you search for ways to grow customer loyalty and make your contact center more effective, while simultaneously reducing costs, Avaya IP Agent assists with both efforts. Providing the right tools to help your agents to be more productive - whether they are working in an office location or from a home office - is an essential part of the equation. Your customers demand the best from you so you demand the best from your agents. IP Agent helps your agents to provide optimal customer service. IP Agent delivers advanced contact handling features, on-demand access to customer-specific information and immediate access to experts throughout the enterprise - all designed to support your agents in delivering a superior customer contact experience.Avaya IP Agent is a soft phone application that enables agents to work from any PC, anywhere, as long as they can connect to the corporate network. Avaya IP Agent provides the complete set of sophisticated agent features that you've come to expect from Avaya's best-in-class suite of contact center products, plus an additional set of powerful capabilities including Instant Messaging and Click-to-dial.Avaya IP Agent provides easy access to more on-screen feature buttons than any conventional telephone can provide. It offers a VuStats Monitor, which provides real-time contact center statistics for individual agents as well as a group's combined activity. Avaya IP Agent includes an intuitive interface for accessing existing corporate database information via Lightweight Directory Access Protocol (LDAP), as well as an integrated contact history feature that gives agents a detailed view of the calls and Instant Messages they've initiated and received.With Avaya IP Agent, contact center managers can administer screen pops based on commonly used triggers, such as dialed number identification service (DNIS), automatic number identification (ANI), and prompted digits. When used in conjunction with Avaya Advanced Segmentation, you are able to quickly and easily use data from a customer-specific database to drive your routing decisions and agent screen pops, without a costly and time-consuming CTI implementation.Using the Instant Messaging capability, agents who need additional information in order to satisfy a customer request can see the status of other agents, supervisors, as well as experts outside the contact center. When selecting an expert from the Contacts list, the agent can see who is on a call, otherwise busy, available, or away from the phone. If the agent finds an available expert, a call to that expert is one click away. Or, if a resource outside the business is needed, IP Agent provides Click-to-dial for numbers in Microsoft Outlook and from web pages displayed in Microsoft Internet Explorer.