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Avaya OneCloud CCaaS

Avaya OneCloud CCaaS

Avaya OneCloud Contact Centre as a Service (CCaaS) is a hassle-free, always-on contact centre that delivers a comprehensive, integrated, and open CCaaS architecture with scalability, security and in-depth analytics across the customer journey for a simple and flexible cloud experience.

Avaya OneCloud CCaaS makes it easy for your organisation to deliver an effortless customer experience across different channels and devices while helping you maximize employee and team performance.

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Avaya Aura® Communication Manager

Avaya Aura Communication Manager is an open, extensible IP telephony platform that can be deployed as an IP PBX or feature server supporting a SIP-only environment, or as an evolution server supporting both SIP and non-SIP environments.

Communication Manager provides centralised call control for a distributed network of gateways and a wide range of analogue, digital, and IP-based communication devices.

Communication Manager comes with several built-in mobility applications, call centre features and advanced conference calling.

Self-Serve Administration

Stay in control by building and configuring Avaya OneCloud CCaaS to fit your business needs. 

Voice

Get all the call distribution features you expect, including skills-based routing, enhanced transfer and conference, and historical and real-time reporting. 

Digital Channels

 Enable your customers to interact easily with your organization across multiple digital channels (email, web chat, Short Message Service (SMS), Multimedia Messaging Service (MMS)) while empowering your employees to manage all digital interactions through one single desktop. 

Interactive Voice Response (IVR)

Facilitate an effortless customer experience by enabling customers to complete all or part of their voice inquiry using touch tones.

Make pre-recorded announcements on frequently requested departments, hours of operations, promotions, alerts and more. 

Voice-to-Text Transcriptions

Powerful, AI-driven end-to-end voice-to-text transcriptions can help substantially increase employee performance in real-time by delivering prompts, initiating workflow actions, and enhancing compliance based on words or phrases spoken by customers.

Reduce employee after call work by up to 65% by automating post-call disposition reporting into your CRM system. 

Call Recording

End-to-end, Advanced Encryption Standard (AES) 256-bit encryption, dual channel recording captures customer contacts in their entirety, including the initial IVR experience, hold time, customer-employee interactions and any transfers and conferences.

Supervisors can employ an advanced search engine to locate calls easily using metadata parameters, while employees can restrict the capture of sensitive information.

Browser-based Desktop

Improve customer responsiveness, employee productivity and the customer experience by empowering your team to serve voice and digital customer interactions on a browser desktop.

Use the built-in web-based phone app to receive inbound calls, make outbound calls, transfer calls, conduct conference calls, make a consultative call with the customer on hold, change employee states, employ click-to-dial, and more. 

Avaya Cloud Office (ACO)

Avaya Cloud Office (ACO)

Avaya Cloud Office is a cloud-based communications system with enterprise grade voice, video, IM/messaging, meetings, conferencing and collaboration. With Avaya Cloud Office you can easily connect all your workers, whether in the office, mobile, or remote to a single system regardless of their location.
Avaya Cloud Office brings together the world’s leading provider of communications solutions and services with the world leader in cloud based communication technology

Avaya IP Office (IPO)

Avaya IP Office (IPO)

The Avaya IP Office™ Platform is a cost-effective telephony system that supports a mobile, distributed workforce with voice and video on virtually any device.

IP Office is an integrated, modular communications solution that scales up to 3000 extensions and 150 sites in a multisite network with resiliency.
Match a deployment model to infrastructure needs from simple appliances to virtualized software in a data centre with options in between.
Improve customer experience and contact centre agent efficiency with powerful, affordable multichannel functionality for voice, email and web chat.

 The solution combines collaboration software plus multichannel contact centres, networking, security and video. IP Office provides a hybrid PBX with both Time Division Multiplexing (TDM) and IP telephony with trunk support, used in either mode or both concurrently. IP Office has data capabilities built-in, providing IP routing, switching and firewall protection, between LAN and WAN (LAN2). In addition to basic telephony services and voicemail, IP Office offers both hard phone and soft phone options.

Soft phone applications are designed to provide flexibility for remote workers and to allow workers to access telephony services, such as making and receiving calls, voicemail, and call forwarding from their computer or mobile device.