Improve agent performance and your customers’ experience.

Avaya Aura ® Call Center Elite is a robust, proven and scalable contact centre solution – our Contact Centre Assistance Suite (CCAS) software enhances and extends it to deliver next generation contact centre applications, without compromise.

CCAS is a suite of next generation applications that enhance your Avaya Elite contact centre and delivers additional functionality to your agents and supervisors.  CCAS is comprised of six different applications that can be taken individually or as a single joined up suite.

The heart of CCAS is the Agent Toolbar which is specifically designed to solve the challenges and frustrations faced by your agents by helping to optimise their performance and increase their job satisfaction.

CCAS is feature rich and has been designed with usability in mind. By making your agents’ lives as easy as possible, they can focus on delivering a great customer experience rather than concentrating on using complex or counter-intuitive systems during interactions.

CCAS is easy to deploy and implement and works across any Avaya handsets or softphones.

Enhance and extend your investment in Avaya Elite

CCAS is a suite of next generation applications that enhance your Avaya Elite contact centre and delivers additional functionality to your agents and supervisors.

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Capabilities

Scripting & integration

Intuitive Tabs interface for scripting and application integration

Personal statistics

Integrated real-time Personal Wallboard for agent statistics

Phone directory

A Unified Phone Directory with personal and queue favourites and click-to-dial functionality

Intuitive outcome codes

Outcome Codes which help drive effective Management Information

Brand/service identification

Queue branding to help outsourced or multi-brand contact centres

Peak queue manager

Reduce customer patience by offering call back times you can meet.

Customer engagement is more important than ever before – so make sure you get it right every time

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