AXP constructs a customer service center platform that can manage inbound and outbound calls and connect across all channels (Omni-Channel) to provide real-time customer information.

The Avaya Customer Experience Platform optimizes customer service processes and information. Its core communication platform includes Automatic Call Distribution (ACD) for intelligent call routing, Call Management System (CMS) for reporting and management, Automated Experience Portal (AEP) for self-service, Workforce Optimization (WFO) for resource optimization such as recording, screen capture, scheduling, and the Breeze™ Computer Telephony Integration (CTI) application platform.

Avaya Automatic Call Distribution (ACD)

Each incoming call is intelligently routed to the most suitable customer service representative based on nature or business type, ensuring customers receive optimized service in the shortest possible waiting time. ACD is part of the Aura® CM platform software and offers flexible queue mechanisms, allowing customer service supervisors to adjust agent skills and call prioritization based on current operational conditions.

Avaya Call Management System (CMS)

CMS provides management tools for customer service center operations. In addition to monitoring service status, supervisors can find the overall service direction of the customer service center from CMS.

The CMS system provides the following functionalities:

CMS system offers the following functionalities: CMS Supervisor Web. Provides a web interface for comprehensive reporting of real-time and historical data.
Automatic Notification Thresholding: Supervisors can set thresholds for important values in reports, such as incoming calls in the queue, expected wait times, abandon rates, etc., and receive automatic notifications.
Report Management & Standard Reports: Provides storage of over 200 real-time and historical reports, with interval data retention up to 62 days, daily reports up to 5 years, and weekly/monthly data up to 10 years.

Avaya Experience Portal (AEP) - Self-Service System

AEP is a web-based self-service platform that integrates web services and IP voice communications to create an IP interactive response environment. Leveraging emerging SIP standards, it assists in creating voice and video applications.

Web-based Management Interface

Graphical Development Tools: Avaya Aura Orchestration Designer (OD) provides a unified development environment to expedite the design of voice and multimedia applications and value-added workflows.
Support for Offline Development: Process developers can conduct development and single-step debugging without connecting to the system.

Avaya Aura® Workforce Optimization (WFO)

WFO offers a unified platform that combines Contact Recording, Quality Monitoring, E-Learning, Workforce Management, Analytics, and Customer Feedback, providing a unified user interface and system management reporting.

Avaya Breeze Platform

Avaya Breeze Platform offers workflow automation, communication history recording, job dispatch, mobile clients, and client development SDK, enabling Omni-Channel communication: multi-touchpoint while maintaining consistent customer experience.

It caters to customer voice call habits while adapting to future changes in customer behavior. It can integrate soft/hard phones, instant messaging, e-mail, video, social media, and other multimedia service channels. Additionally, it can integrate KM knowledge base and big data analytics to meet the service requirements of the customer service center, enhancing system management efficiency and business competitiveness.