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Adapt contact centre report automation tools

Data Automation

At a Glance.

Collecting historical contact centre data is slow, it's prone to error, and sometimes the data you need just isn't available using the reports available.

Adapt enables database queries to be run directly against the Avaya historical database, allowing the creation of highly customised datasets. The result is processed, and output to TXT, XML, CSV, or JSON formats and distributed to users, data-driven applications, or databases for long term storage. Once configured, this happens automatically, as often as you need it to.

adapt contact centre historical reporting integration

How You
Can Adapt.

Our users continue to find new and creative ways to use Adapt to achieve their objectives.

Automate Existing Processes.

Free up resource by automating  the distribution of intraday historical contact centre data to your teams.

WFM Data Feed.

Create and output files containing historical voice and digital channel statistics for WFM to use for forecasting and resource management.

Data Centralisation.

Centralise contact centre data from multiple platforms across multiple locations to create a single, unified dataset.

Application Data Feed.

Use Adapt’s file output to provide historical data for a command centre or management dashboard application.

Data Warehousing.

Warehouse historical data for long term storage for greater forecasting accuracy or to comply with legislation.

What You Get.

Full Automation.

Execution, distribution and storage is fully automated running as often as every 15 minutes.

Easy and Secure Administration.

Manage everything through one interface with no install, simply open a web page and get started.

Distribution Flexibility.

Distribute query results automatically to any network location using FTP, SFTP, or SCP.

Future Proof Investment.

Our connector middleware allows you to take Adapt with you when you upgrade or change to any compatible contact centre or CCaaS platform.

contact centre data automation UI

Email Distribution.

Automatically attach historical datasets and distribute via email to management, resourcing teams and key stakeholders.

Optional Modules.

Database Injection.

Inject query results directly into a SQL or Microsoft Access database for data warehousing or further processing.

Multiple ACD Connections.

Execute queries against multiple Avaya reporting platforms to get a birds eye view of contact centre operations.

We've Got Your Back.

We hope you never need us, but we're here if you do and you'll receive features and updates as long as you're in support with us.

Reporting Platform Compatibility.

  • Avaya Call Management System (CMS) R15 and above

  • Avaya Aura Contact Center (AACC) 7.0.x and above

  • Avaya Contact Center Select (ACCS) 7.0.x and above

Database Injection Compatibility.

  • Microsoft SQL Server

  • Microsoft Access

Custom Integrations.

We are adding compatible contact centre platforms and database technologies so if you don’t see what you’re looking for, get in touch.


  • Why should I work with Grey Space?
    We could talk about how great we think we are here but what matters most is what you get. So, what do you get? A boutique partner with a personal touch - our goal is to build a relationship, not complete a transaction. An enthusiastic and pragmatic team, all working hard to make sure every interaction with us completely meets your needs, and exceeds your expectations. A responsiveness, flexibility, and a focus that's just not possible with larger solution providers. A culture of transparency, our team speak plainly and honestly so you're always "in the loop". It sounds simple, but we like simple - it makes our lives easier, and we think yours too.
  • Why shouldn't I work with Grey Space?
    We're going to ask you a lot of questions. It is vital to us that we understand your business and your needs to make sure we're the right fit. We appreciate that level of enthusiasm isn't for everyone, and if a dedicated sales team, backed by a long company history, and corporate structure represents a stability that you value, then we might not be the right fit, and it's more important that you work with the right people than with us.
  • Where is Grey Space based?
    Our offices are in Glasgow, Scotland though we work, and deliver the majority of our solutions and professional services remotely which enables us to support our clients and partners all over Europe.
  • Do Grey Space provide professional services?
    Yes, we have a long history and deep expertise in contact centre solution design, implementation, consultancy, and training with the Avaya Contact Center suite of products - which eventually became the inspiration for our solutions. Check out our Services or get in touch to discuss your requirement, we'd love to help if we can.
  • Is Grey Space a systems integrator?
    No, we have spent a long time developing our solutions for a small number of contact centre platforms to allow us iterate, and perfect our process, focussing on reliability and repeatability so we can deploy our solutions quickly, and without the uncertainty that often comes with a custom integration. Our solutions and processes have matured to the point where we are now actively expanding the compatibility of our real-time wallboard, and data automation solutions to bring the same turn-key deployment model to a wider range of contact centre and CCaaS platforms. So watch this space and if you don't see your specific platform listed get in touch, because we might suprise you.


* Prices shown do not include VAT.

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