Each incoming call can be routed based on call type or business category and assigned to the most suitable customer service agent, ensuring callers receive optimal service within the shortest waiting time. CC Elite is part of the Aura® Communication Manager platform software and features a flexible queue mechanism that allows supervisors to adjust agent skills and call handling priorities in real time according to operational needs.

Avaya Call Management System (CMS) Call Center Management & Reporting System

A management tool for contact centers that provides visibility into various service conditions and operational metrics.

The CMS system provides the following functions:

- CMS Supervisor Web: Provides a web interface integrating all real-time and historical reporting data.
- Automatic Notification Thresholding: Supervisors can configure thresholds for key metrics such as queue call volume, expected wait time, and call abandonment rates, triggering automatic alerts.
- Report Management & Standard Reports: Provides more than 200 real-time and historical reports. Interval data can be stored for up to 62 days, daily reports for up to 5 years, and weekly/monthly data for up to 10 years.

Avaya Experience Portal (AEP) Self-Service System

Avaya provides an enterprise-grade interactive self-service platform used to build, execute, and manage various self-service applications such as IVR, automated voice navigation, self-service inquiries, and process automation services.

The AEP platform supports multiple interaction channels including voice, SMS, email, web, and mobile devices, enabling enterprises to deliver 24×7 intelligent self-service experiences while improving service efficiency and reducing contact center workload.

Avaya Aura Orchestration Designer (OD)

Web-based management interface and graphical development tools that provide a unified development environment to accelerate voice and multimedia application design as well as workflow development.
Supports offline development, allowing developers to design and debug call flows without connecting to the live system.

Avaya Aura® Workforce Optimization (WFO) Workforce Optimization

Provides Contact Recording, Quality Monitoring, E-Learning, Workforce Management, Analytics, and Customer Feedback capabilities, all delivered through a unified user interface and centralized reporting system.

Avaya Infinity™ Platform

Avaya Infinity is the next-generation Customer Experience (CX) and contact center platform launched by Avaya in 2025. It aims to transform traditional contact centers into intelligent “Connection Centers.” The platform integrates omnichannel communication, artificial intelligence (AI), intelligent workflow orchestration, and data analytics to help enterprises deliver consistent and highly personalized customer and employee experiences.