IP Office Phone Systems

IP Office Compact Contact Centre

Avaya Compact Contact Centre (CCC) is old software which preceded Customer Call Reporter (CCR) and is no longer sold (2011). The Compact Contact Centre management toolset includes real time information view, management by exception and historical reports for any aspect of your contact centre. Avaya Compact Contact Centre archives all call centre interactions, both telephony and multimedia, to a central database and the program then allows up to 20 separate report viewers within the contact centre, with automated scheduled delivery of all historical reports to anyone via email or network printers. The Avaya IP Office Compact Contact Centre is modular and caters for all contact center sizes from 2 to 75 agents. The following modules are available with the application:

• Compact Call Center Server
  • Base System - Provides one supervisor position with real-time information view, management by exception, and historical reports for any aspect of the contact center. Up to 73 standard reports can viewed or printed. Also included are reporting capabilities on 5 agents and one license for a PC Wallboard (PCWB) application.
• Real Time Supervisor Monitoring
  • Call Center View - As many as 21 supervisor CCV positions can be used in Avaya Compact Contact Centre (please note: MSDE installations can only be supported up to 5 supervisor positions). This provides a supervisor with the ability to monitor in real time the service being provided to callers. There are up to 12 separate real-time graphs that can be viewed by the supervisor. Alarms also appear in real time prompting the supervisor to acknowledge them as they occur.
• Phone Manager Pro
  • Agent Enabled - Provides agents with a PC CTI application where they can log in, join groups, and go into busy status when they are unable to accept calls for short periods so no special turrets are needed. Avaya Compact Contact Centre and Phone Manager allow Agent working on any wired IP Office extension type. Phone Manager PC Softphone can be used in agent mode as well, without the need for a physical telephone.
• Alarm Reporter
  • Alarm Reporter is designed to enhance the exception management used by Call Center View (CCV). The Alarm Reporter enables the contact center supervisor to look back on the performance of the contact center, on a daily or weekly basis, by reporting on certain criteria predefined by the contact center supervisor.
• Historical Reporting
  • The Compact Contact Center archives all call center interactions (telephony or multimedia) to a central database (MSDE or SQL). This provides the data source for a set of standard reports to the business, and the capability to create custom reports.
• Avaya Compact Contact Centre Reporter
  • The system allows up to 20 separate Report Viewers within the contact center (for MSDE installations, up to 5 viewers are supported). Access to the standard reports is a thin client application based on Crystal Reports. Up to 73 standard reports are available, with the ability to create 3 more custom reports, see custom reports section below. Reports can be exported to a variety of formats, including Excel, CSV, HTML, and PDF.
• Report Scheduler
  • All historical reports created within Avaya Compact Contact Centre can be scheduled for individual delivery to anyone via email or sent to multiple network printers.
• Custom Reports
  • All Avaya Compact Contact Centre reports are created through Crystal Reports. This application provides a much richer experience for the small to mid-market customer, and creates an environment where custom reporting is more accessible. To create more than 3 Avaya Compact Contact Centre custom reports requires the designer license (IPO Avaya Compact Contact Centre DESIGNER RFA) AND a compatible version of Crystal Reporting software (Crystal version 9).
• Fixed Wallboards
  • Fixed scrolling wallboards enable key statistics and messages to be displayed for everyone in the contact center to see. Supervisors can send ad-hoc messages to wallboards to broadcast important information, or to make announcements.
• PC Wallboards
  • PC-based wallboards allow individual agents to see their own individual statistics, those for their group, or for the whole contact center. Agents can customize their view so that information is presented in the way most useful to them. In additional, supervisors can set particular messages to appear on PC Wallboards, as a motivational or informational tool.
• Microsoft TAPI Integration
  • By utilizing either the 1st party or 3rd party TAPI support on IP Office businesses can link their contact management to their telephony (e.g. ACT! Goldmine) and increase the productivity of their agents and the profitability of the contact centre.