Avaya Communication Manager

World class workflow solutions to leverage best of breed telephony platforms

Clever workflow for productivity improvment is everything today, so is understanding where you need to change business practice. Capture the metrics that are important to you, quickly, so you can be smarter. ZCC has a range of reports that track the customer experience, such as x seconds report, longest wait, and average time to answer. Equally important are the reports that show how your most valuable resource – your people – are preforming. These might include real time statistics such as adherence and occupancy, or historical reports detailing comparitive agent performance, or individual agent activity. Forecasting demand and understanding transaction patterns can also be handled with standard reports. Out of the box, ZCC provides you with a comprehensive set of tools to measure and improve.

Key Facts:

• Realize the benefits of an all in one multimedia routing engine - CSRs use one model to handle all channels, providing simplicity and consistency for easy adoption.
• Flexible solutions show how your business – or just your team – is doing against key metrics such as adherence, occupancy, or customer satisfaction levels.
• Streamline the customer experience - Automate repetitive and mundane call-handling tasks to remove the boredom and frustration, freeing up your team to focus on what you really need them for: handling your business.
• People performance - Using both realtime and historical information, monitor staff activity and performance, and adjust resources to suit.
• Improve responsiveness & professionalism -  Use smart recording and conversation evaluation to coach your CSRs to high standards of performance.