All call center managers eventually realize a universal fact: “If you can’t monitor it, you can’t manage it.” That’s where Avaya’s powerful call center management applications come in. Whether you are in charge of a 5-agent call center, or a 75-agent call center, Avaya’s IP Office-based call center tools provide you the window into your call center that you need in order to monitor agent performance, diagnose inefficiencies, and ultimately get more results. There are 2 powerful call center management tools available for the IP Office:

• Compact Business Center (CBC)
  For basic, system-wide, cost-effective call center monitoring and reporting, look no further than Avaya’s Compact Business Center. Built-in reports let you quickly and easily see key aspects of your call center activity such as number of phone lines in use, number of calls in queue, average caller time in queue, percentage of lost calls, and more. Reports can be monitored real-time and can be exported to excel or HTML for easy archive capability.
  
  
• Compact Contact Center (CCC)
  When you need Fortune 500-sized call center features, without the Fortune 500 price tag, Avaya’s Compact Contact Center for IP Office is your solution. CCC provides a rich set of tools to enable the most detailed, cost effective management of call centers from 5 to 75 agents. See real-time and historical reports on everything from system-wide performance statistics, to reports on the activities of individual call center agents. Design your own reports, to see exactly the information you want, exactly the way you want it. Control wall board devices, and even keep your agents up to date with the latest information with software wallboards. Alarm-based reporting allows your supervisors to be immediately notified when calls have been in queue too long, too many calls have been lost, and much more.


IP Office Compact Contact Center is a highly modular contact center solution catering for all contact center sizes from 2 to 75 agents. The following modules are available as part of the CCC software application:

Compact Call Center (CCC) Server - Base System
Provides one supervisor position, with real-time information view, management by exception, plus historical reports for any aspect of the contact center. Up to 73 standard reports can viewed or printed. Also included are reporting capabilities for 5 agents and one license for a PC Wallboard (PCWB) application.

Agent & Site Management (Real Time)

Real Time Supervisor Monitoring (Call Center View – CCV)

As many as 21 supervisor positions (CCV) can be purchased in total for CCC (please note: MSDE installations can only be supported up to 5 supervisor positions). This provides a supervisor with the ability to monitor in real time the service being provided to callers. There are up to 12 separate real-time graphs that can be viewed by the supervisor. Alarms also appear in real time forcing the supervisor to acknowledge them as they occur.

Phone Manger Pro: Agent Enabled
Provides agents with a PC CTI application where they can log in, join groups, and go into busy status when they are away from their desks for short periods. Provides a lower cost of ownership as proprietary handsets are not required. For IP users, Phone Manager PC Softphone can be used in agent mode as well, without the use of a handset. Please refer to the applications section for more information on Phone Manager Pro.

Alarm Reporter
Alarm Reporter has been designed to enhance the exception management used by Call Center View (CCV). The Alarm Reporter enables the contact center supervisor to look back on the performance of the contact center, on a daily or weekly basis, by reporting on certain criteria predefined by the contact center supervisor.

Historical Reporting
The Compact Contact Center archives all call center interactions (telephony or multimedia) to a central database (MSDE or SQL). This provides a rich set of standard reports to the business, and the capability to create custom reports.

CCC Reporter
The system can allow up to 20 separate Report Viewers within the contact center (for MSDE installations, up to 5 viewers are supported). Access to the standard reports is a thin client (new for version 5) application based on Crystal Reports. Up to 73 standard reports are available, with the ability to create up to 3 custom reports out of the box! (Requires additional software, see Custom reports below). Reports can also be exported to a variety of formats, including Excel, CSV, HTML, and PDF.

Report Scheduler
All historical reports created within CCC can be scheduled for individual delivery to anyone via email. Reports can also be scheduled to multiple network printers.

Custom Reports (new for CCC V5)
Starting with Compact Contact Center version 5, all reports are Crystal Reports™ based. This provides a much richer experience for the small to mid-market customer, and creates an environment where custom reporting is made more accessible. To create more than 3 custom reports requires the designer license (IPO CCC DESIGNER RFA) AND a compatible version of Crystal Reporting software (Crystal version 9).

Microsoft CRM Integrated Reporting

As part of Avaya’s continuing relationship with Microsoft Business Solutions with the creation of the IP Office Customer Management solution, Compact Contact Center version 5 will provide a selection of reports that integrate the information between the two systems. IP Office Customer Management is the combination of Avaya IP Office CCC and Microsoft CRM to integrate all contact points within a business in such a way that will transform it.

MultiMedia Module (MMM)

The MultiMedia Module (MMM) provides CCC with new routing schemes. It will also provide combined reporting for all interactions within the contact center. IP Office ensures that an organization can implement and measure a service level agreement against all aspects of the customer contact process – for example ensuring that all emails receive a reply within half an hour of them being sent.
There are several queue types supported in the MMM:
Email Queues A multimedia agent would receive emails from the queue and reply via MS-Outlook™ client interface. Emails queuing can be supported on POP3 or MS-Exchange™ servers.
Chat Queues Utilizes the Microsoft Chat™ interface to route requests for real-time chat between a customer and agent, providing that much needed response, in real time, for your online customers.
Web Callback For those online customers wanting a real person to speak to instead of a chat session, web callback enables them to leave their callback number, once that is sent to an agent, the system can automatically call back the customer, providing a savings in time and better customer satisfaction, with increased efficiency.

Proactive List Dialing (Preview Dialing)

Import your direct marketing lists to Excel based datasheets and the Proactive List will create an outbound campaign for your agents. Agents can accept particular contacts (if desired) or have automatic acceptance. Result codes can determine if the call was successful or if it needs to be placed back in the queue for rescheduling.

Wallboards

Fixed Wallboards Fixed scrolling wallboards enable key statistics and messages to be displayed for everyone in the call center to see. Supervisors can send ad-hoc messages to wallboards to broadcast important information, or to make announcements.

PC Wallboards PC-based wallboards allow individual agents to see their own individual statistics, those for their group, or for the whole contact center. Agents can customize their view so that information is presented in the way most useful to them. In additional, supervisors can set particular messages to appear on PC Wallboards, as a motivational or informational tool. Please refer to the CCC System Administration manual for a complete list of variables available.

3rd Party Integration

Workforce Management Interface Compact Contact Center works with a number of workforce rostering packages, including Blue Pumpkin and Qmax. This module enables the interoperability of these packages with CCC.

Microsoft TAPI Integration

By utilizing either the 1st party or 3rd party TAPI support on IP Office, you are enabling your business to speak to a wide range of supported software packages (e.g. ACT! Goldmine) that increase the productivity of your agents and the profitability of your contact center.