Avaya IP Office supports a range of call center operations - from small, informal customer-facing groups (e.g., an accounts receivable department), to formal sales or service operations (e.g., order processing and technical support).

Enhanced call center capabilities are available via the Avaya IP Office Compact Contact Center. Scaling from 5 to 75 agents, this modular solution enables contact centers to increase the number of agents and add different media types as and when required. In addition to call routing and reporting functionality, the Avaya IP Compact Contact Center offers e-mail, Web chat, and Web Call Me capabilities. By enabling and integrating the use of these other media types, the Compact Contact Center allows businesses to answer customer concerns and issues in the way customers prefer and in a timely and managed manner.

On GA date of Dec. 15th, 2004, IP Office 3.0 will NOT SUPPORT Compact Contact Center v5.0 until the maintenance release of IP Office R3.0, which is currently scheduled for February 2005. However, Compact Contact Center v5.0 will launch on December 6th, 2004. Additionally, R3.0 of IP Office will not support any previous versions of Compact Contact Center. In order to use Compact Contact Center with IP Office – the IP Office in question MUST be at R2.1. Do NOT upgrade to or install an IP Office R3.0 if the user wants Compact Contact Center functionality. After the maintenance release of IP Office R3.0 in February, 2005 Compact Contact Center v5 will be compatible with IP Office R3.0.

Software CD’s for the PC

Tightly integrated with the Avaya IP Office portfolio, the Compact Contact Center allows organizations to manage their customer facing departments or contact center effectively and improve customer service. The Avaya IP Office Compact Contact Center solution provides managers with a real-time view of call center activity to enable them to manage by exception to help maximize performance.

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