AVAYA IPOCC
AVAYA IP OFFICE CONTACT CENTRE
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Have your agents in both voice and email queues along with webchat!
LET’S CHAT
Webchat
Webchat is the preferred way for your customer to talk to you!
WE MAKE IT EASY!
Recording
Call Recording – for assessing performance or issue resolution!
GET IT DONE!!
Telephony
IPOCC is part of the Avaya IP Office platform, an all in one solution!
FREE QUOTES!!
Reporting
Call reporting – the tools to improve your business 1 call at a time!
TAKE CONTROL!
Dialler
Productivity triples when you implement a dialler into your call centre
READ MORE…
83%
of customers will buy more from a business that makes it easier to communicate and buy products.
70%
of customers will spend more on the average purchase with companies that deliver good customer service.
20%
of customers spend on average 20% more with businesses that deliver a great customer experience
80%
of businesses struggle to communicate with customers the way customers would want them to.
The new Avaya IP Office Contact Centre (IPOCC) is Avaya’s leading contact centre platform for the small to medium enterprise, brought to you from one of the world’s leading contact centre vendors in both SME and Enterprise. Talk to Com2 Communications today on 1300 887 495 about how a phone system with Avaya IPOCC can enhance you call centre operations!
Click Here to Download the Avaya IPOCC Fact Sheet
Agent Dashboard
Gives your agents telephone controls, and with the multimedia plugin, emails, faxes and webchat are also managed all through the one interface.
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Agents are given vital statistics on their performance and the performance of the queues they are logged into in real time.
Supervisor Dashboard
Gives supervisors a real time birds eye view of the performance of the entire call centre, allowing them to allocate staff resources to where the call centre needs it most at any particular time
Build an unlimited number of call queues
Agents can be logged into multiple queues at once and calls directed to agents based on skill set
Skills Based Routing
Allocate agents to queues according to their skill set for the individual queue
Reporting – Realtime & Historical
Over 1000 standard reports, plus the ability to generate custom reports
Schedule
The reports you want to be sent to you automatically – daily, weekly or monthly. Receive the information you need when you need it
Wallboard Display
Display current call centre stats, achievements and focus areas to keep your team motivated and working efficiently
Multi-Channel and Multi-Media
Integrate email, fax and webchat into your call centre queue to move from being a call centre to a contact centre. For more on Web Chat, click here to read an article…
Built in Outbound Dialler
Load in campaigns and call backs for agents when there are gaps in incoming call traffic
Abandoned Call or Requested Call Back
If a call is abandoned in queue or the caller requests a call back, the caller ID is collected for call back by outbound agents, in the order the call joined the queue
Call Recording
Record all calls, a sample of calls or calls only from certain queues as per the wishes of your individual client. Avaya call recording is 100% PCI compliant with the ability to manually pause a recording when taking credit card details
