Avaya Contact Centre

[3Sixty]

I was wondering can anyone help?

I have a client who wants a very small Call Centre but they have some demands for this Call Centre. They want to have the ability to have scripts pop up when a agent makes a call. I tried to explain this was more a CRM function rather than Call Centre telephony. They want to have a script pop up when the agent dials a client and if the client answer a question it prompts the user with the next bit.

Something along the lines of

Is your car blue

Yes --- Ok Thank you for your time and good luck

No ---- Why did you not buy a blue car?

Then they would select a reason etc.

I was pretty sure this was a CRM solution but the client has been offered this as a complete call centre package. Can anyone shed any light on what Avaya have in this area.

Thanks,
Colin

 

[tlpeter]

Hmmm, i need a pbx that provide me a beer when i put my feet on the table

I can not help you further because this has nothing to do with telephony to be honest

You need a application that can do speech recognition or something similar

ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[amriddle01]

Yes, Avaya don't do anything like that, I will bet that quote he has recieved that does that is high

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[3Sixty]

I had it down as a CRM application that intergrates to a phone system. I have seen these 100s of times. But I do not know of any telephone company that developes CRM packages. I suspect the company supplying solution have a CRM package and then bolt on asterisk or something like that. They are looking in the region of £30,000 for 10 users as I said I could put a CRM and intergrate to the Avaya for that. But you know customers.

Thanks,
Colin

 

[amriddle01]

Crikey..You could put in a CRM and IP Office for a third of that

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[hairlessupportmonkey]

Phone Manager will pop a text message on an incoming call.... thats about it really.....