OK, our blog and social media channels have been quiet for a little while. Discover, amongst other things, has kept us busy over the past few months, so I thought I'd remedy that with a quick update on how Discover is evolving.
We are now in week two of the road to launch so it’s time to go under the hood of Discover and talk about ‘The Back End’.
With your new set of wallboards, we don’t expect you to have to open your cheque book every time you want to change a 0 to a 1. That’s why we built an administration interface, so when you want to change something, you can.
A number of weeks ago, Injixo approached us to gauge interest in authoring a blog for them on the subject of forecasting - I'm a bit of a fan of Injixo blogs and it's a great platform for us to expand the scope of our usual AVAYA focussed content so the answer was, of course, yes.
For the past few months, we’ve been working hard to develop and launch our very first product – Discover. Designed to work with AVAYA CMS, Discover extracts and processes real-time and historical data to enable us to create fully bespoke, web-based wallboards without consideration to the inherent limitations of CMS.
It’s almost impossible to account for everything when you’re building a complex contact centre solution. If the unforeseen happens, our approach ensures we can accommodate with minimal impact to the project.
Consultancy is what you make of it. What we bring to the table is objectivity and transparency. You’ll get an honest assessment and our out of the box approach may provide you with new solutions and ideas.
When we design a call flow, we’ll provide a capability for you to enable your evacuation routing remotely, allowing your staff to concentrate on getting out of the building safely. How do you deal with evacuations in your contact centre?
Avaya provide loads of settings which allow you to control your agents’ behaviour when they answer a call but some configurations, such as calls being answered on a headset, can cause an agent logout just by lifting the handset. Luckily, we have the answer.
There's no denying Omni-Channel is where the contact centre industry is going, take one look at LinkedIn and you'll see the term everywhere, but what is it? We break down the concept and what it means to you.
When something goes wrong, you need to inform your customers quickly and efficiently to avoid your queues saturating with duplicate calls or calls you cannot service. In steps the broadcast announcement.