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