Avaya Contact Center Select Fundamentals

Learn how to make Customer Service Excellent to your business and Contact Center Environments

What you'll learn
Learn the basic concepts of Avaya Contact Center Select
Learn the basic concepts of Avaya Contact Center Select
Understand how to transform your Contact Center to be more productive with Digital transformation
Understand the components of ACCS and Universal Routing
Understand the components of ACCS and Universal Routing
Requirements
IP Office Server Training
Description
On this training you will learn some Key features of a contact center include the following:Automatic call distributor (ACD) systems, which enable contact center agents to increase the number of calls taken while maintaining a positive customer experience (CX);Real-time reports, which enable contact centers to observe and analyze agent performance and customer satisfaction in real time across the various channels used;Scripts, which give agents a framework to provide callers with effective support and to generate sales; andInterchangeable assignments, which means agents who share contacts and objects can work together while maintaining individual stations.Contact center vs. call center: What are the differences?Contact centers and call centers are both centers for customer service. Many people use the two terms interchangeably, although they shouldn't. The primary difference is that call centers only manage inbound or outbound calls, while a contact center offers omnichannel customer support.Avaya Contact Center Select is a context-sensitive, collaborative, voice and multimedia customer experience solution that allows small to midsize enterprises to anticipate, accelerate, and enhance customer interactions.On this training we will understand the architecture for Avaya Contact Center Select , a context-sensitive, collaborative, voice and multimedia customer experience solution that allows small to midsize enterprises to anticipate, accelerate, and enhance customer interactions.

Overview

Section 1: Introduction

Lecture 1 Introduction

Section 2: Digital Transformation and Omnichannel

Lecture 2 Digital Transformation and Omnichannel

Section 3: Understanding Universal Routing for Omnichannel

Lecture 3 Understanding Universal Routing for Omnichannel

Section 4: Architecture for Contact Center AACC and ACCS

Lecture 4 Architecture for AACC and ACCS

Section 5: Agent Desktop and Supervisor Web Tools

Lecture 5 Agent Desktop and Supervisor Web Tools

Section 6: Real time and Historical Reports for Contact Center

Lecture 6 Real time and Historical Reports for Contact Center

Section 7: Understanding Contact Center Virtualization

Lecture 7 Understanding Contact Center Virtualization

Section 8: Understanding Omnichannel Traffic and Components for Contact Center

Lecture 8 Understanding Omnichannel Traffic and Components for Contact Center

Any IT, Contact Center User