September 11 2022

Avaya Contact Center Select Fundamentals


Avaya Contact Center Select Fundamentals
Avaya Contact Center Select Fundamentals
Last updated 2/2022
MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 358.64 MB | Duration: 0h 51m


Learn how to make Customer Service Excellent to your business and Contact Center Environments
What you'll learn
Learn the basic concepts of Avaya Contact Center Select
Learn the basic concepts of Avaya Contact Center Select
Understand how to transform your Contact Center to be more productive with Digital transformation
Understand the components of ACCS and Universal Routing
Understand the components of ACCS and Universal Routing
Requirements
IP Office Server Training
Description
On this training you will learn some Key features of a contact center include the following:Automatic call distributor (ACD) systems, which enable contact center agents to increase the number of calls taken while maintaining a positive customer experience (CX);Real-time reports, which enable contact centers to observe and analyze agent performance and customer satisfaction in real time across the various channels used;Scripts, which give agents a framework to provide callers with effective support and to generate sales; andInterchangeable assignments, which means agents who share contacts and objects can work together while maintaining individual stations.Contact center vs. call center: What are the differences?Contact centers and call centers are both centers for customer service. Many people use the two terms interchangeably, although they shouldn't. The primary difference is that call centers only manage inbound or outbound calls, while a contact center offers omnichannel customer support.Avaya Contact Center Select is a context-sensitive, collaborative, voice and multimedia customer experience solution that allows small to midsize enterprises to anticipate, accelerate, and enhance customer interactions.On this training we will understand the architecture for Avaya Contact Center Select , a context-sensitive, collaborative, voice and multimedia customer experience solution that allows small to midsize enterprises to anticipate, accelerate, and enhance customer interactions.
Overview
Section 1: Introduction
Lecture 1 Introduction
Section 2: Digital Transformation and Omnichannel
Lecture 2 Digital Transformation and Omnichannel
Section 3: Understanding Universal Routing for Omnichannel
Lecture 3 Understanding Universal Routing for Omnichannel
Section 4: Architecture for Contact Center AACC and ACCS
Lecture 4 Architecture for AACC and ACCS
Section 5: Agent Desktop and Supervisor Web Tools
Lecture 5 Agent Desktop and Supervisor Web Tools
Section 6: Real time and Historical Reports for Contact Center
Lecture 6 Real time and Historical Reports for Contact Center
Section 7: Understanding Contact Center Virtualization
Lecture 7 Understanding Contact Center Virtualization
Section 8: Understanding Omnichannel Traffic and Components for Contact Center
Lecture 8 Understanding Omnichannel Traffic and Components for Contact Center
Any IT, Contact Center User
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