Agents Do More With Multiplicity

Multiplicity is an option found in Avaya Aura Contact Center (AACC) and Avaya Contact Center Select (ACCS) which allows an agent to handle concurrent voice and multimedia contacts, such as web chat and email.

It’s an often-overlooked feature that, when applied the right way and in the right place, can provide huge benefit at little or no cost.

What’s It For?

We’re not looking to hit agents with a bunch of voice calls - that’s not helpful. You know that, I know that, Avaya knows that.

The idea is to maximise agent productivity. Using multiplicity, an agent can handle a single call at the same time as multiple web chat sessions or emails. Another application may be to enable your web chat agents to handle two or more chat sessions simultaneously.

There are a number of options available to tailor how and when contacts are presented and to which agents, key considerations are:

  • The total number of concurrent contacts an agent can handle

  • The number of concurrent contacts an agent can handle per contact type

  • The delay between the presentation of concurrent contacts

  • Whether a voice contact can interrupt a multimedia contact

  • Whether multimedia contacts are presented to an agent on a voice call

Having agents deal with multiple contacts may sound a scary but it’s about working smarter, not harder.

Where To Use It?

The most important consideration. An email or web chat team that currently respond to contacts one at a time are ideal candidates for a pilot but a team of blended agents handling both voice and multimedia for me, is where it really shines. Here, Multiplicity can be used to prioritise voice over email or any other non-real-time contact type by enabling an agent handling an email, for example, to remain available for queued voice contacts.

What Does It Look Like?

Multiplicity is impressive in its intuitiveness and when an agent knows what to expect, it’s unlikely to give them a hard time. What they’ll see in the agent desktop application is another open contact, no different from initiating a transfer or conference. Moving between contacts will present the agent with the information for the active contact and place the other on hold, all of which is reflected in your reporting.

The Benefits

If you’ve made it this far, you probably have an idea of the benefits. At a high level you can expect:

  • Increased agent productivity

  • Reduced customer wait times

  • Improved Service Level

The Secret

This isn’t actually difficult to deploy. If you’re using AACC or ACCS to deliver multimedia to your agents you’re well on your way. There are no additional license costs and agents are likely to pick this up with little or no formal training.

Laurie McLaughlin