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Monday 28 January 2008

Avaya Contact Center Express (CCE)

Avaya Contact Center Express is a Microsoft Windows-based software suite that enables companies to turn one-dimension call centers into multi-media contact centers. Using the phantom call capability supported by Avaya DEFINITY, Multivantage or Communications Manager switches, Contact Center Express 3.0 allows end customers to contact the company via phone, email, text or instant messaging. Whether your customers like texting on their mobile phones, sending emails or chatting over the internet, their preferred method of communicating will be treated exactly the same as a traditional phone call. It will be placed in a priority queue and distributed to an agent with relevant skills and knowledge. What’s more, the agent can reply using the same method of contact, conducting a helpful conversation, just like you would expect over the phone.

Easy to implement and simple to use, Contact Center Express also delivers:


  • Out-of-the-box desktop applications for supervisors



  • Framework applications, including intelligent routing, interaction data and centralized configuration



  • Outbound preview dialing, either automated or agent-initiated



  • Powerful application development tools for complete customization and integration



  • Simple and fast wizards for desktop screen pops and routing rules



Contact Center Express products fall into three major categories:


  • Desktop - Contact Center Express Desktop, Supervisor, Agent, Wallboard, Contact Center Express Reporting and MS CRM Connector



  • Server - Media Director, Preview Contact Media Store, Email Media Store, Simple Messaging Media Store, MSN Messenger Gateway, AOL Instant Messenger Gateway, Short Message Service Gateway, Web Chat Gateway, License Director, Application Management Service, Configuration Server, XML Server IVR Server, Call Routing Server, Interaction Data Service, Contact Database, SQL Plug-in, Rules Plug-in, SOAP Plug-in, Script Plug-in



  • Developer - Developer



Source: www.avaya.com
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2 comments:

  1. Fauzi4 February 2009 at 02:46

    Dear Avaya Support,

    Currently we have bought CCE server for our Client's Contact Center. But we don't have enough information how to get CCE license.

    Could you give us information we need.

    Thanks for your kindness.

    Ahmad Fauzi
    Project Manager
    PT Phintraco Technology
    Jakarta - Indonesia

    Mobile: 62+0888 161 4624.

    ReplyDelete
  2. blakshmikanth4 February 2009 at 17:30

    Fauzi,

    You need to complete the license request form available from the link below

    ftp://www.avayacce.com/Knowledge%20Base/knowledgebase/Software Registration Request Form_SAP011307.dot|License Request Form

    Once completed, submit the form to the email address at the top of the form. BTW, I am not from Avaya support :-) and running this blog on my own interest.

    Hope this helps.

    Cheers,
    Lucky

    ReplyDelete

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