Avaya Contact Center Select Fundamentals

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Juan Sebastian Garcia

51:03

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1 - Introduction

1 - Introduction.mp4

00:41

2 - Digital Transformation and Omnichannel

2 - Digital Transformation and Omnichannel.mp4

07:51

3 - Understanding Universal Routing for Omnichannel

3 - Understanding Universal Routing for Omnichannel.mp4

04:36

4 - Architecture for Contact Center AACC and ACCS

4 - Architecture for AACC and ACCS.mp4

06:30

5 - Agent Desktop and Supervisor Web Tools

5 - Agent Desktop and Supervisor Web Tools.mp4

10:30

6 - Real time and Historical Reports for Contact Center

6 - Real time and Historical Reports for Contact Center.mp4

04:26

7 - Understanding Contact Center Virtualization

7 - Understanding Contact Center Virtualization.mp4

10:35

8 - Understanding Omnichannel Traffic and Components for Contact Center

8 - Understanding Omnichannel Traffic and Components for Contact Center.mp4

05:54

Description

Learn how to make Customer Service Excellent to your business and Contact Center Environments

What You'll Learn?

Learn the basic concepts of Avaya Contact Center Select
Learn the basic concepts of Avaya Contact Center Select
Understand how to transform your Contact Center to be more productive with Digital transformation
Understand the components of ACCS and Universal Routing
Understand the components of ACCS and Universal Routing

Who is this for?

Any IT, Contact Center User

What You Need to Know?

IP Office Server Training

More details

Description
On this training you will learn some Key features of a contact center include the following:
Automatic call distributor (ACD) systems, which enable contact center agents to increase the number of calls taken while maintaining a positive customer experience (CX);
Real-time reports, which enable contact centers to observe and analyze agent performance and customer satisfaction in real time across the various channels used;
Scripts, which give agents a framework to provide callers with effective support and to generate sales; and
Interchangeable assignments, which means agents who share contacts and objects can work together while maintaining individual stations.
Contact center vs. call center: What are the differences?
Contact centers and call centers are both centers for customer service. Many people use the two terms interchangeably, although they shouldn't. The primary difference is that call centers only manage inbound or outbound calls, while a contact center offers omnichannel customer support.
Avaya Contact Center Select is a context-sensitive, collaborative, voice and multimedia customer experience solution that allows small to midsize enterprises to anticipate, accelerate, and enhance customer interactions.
On this training we will understand the architecture for Avaya Contact Center Select , a context-sensitive, collaborative, voice and multimedia customer experience solution that allows small to midsize enterprises to anticipate, accelerate, and enhance customer interactions.
Who this course is for:
Any IT, Contact Center User

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J.S Garcia “Juan Sebastian Garcia” is an Engineer and an Author. His Family moved to Brooklyn, NY, in 1992 where he grew up. He’s the youngest of four children. After he graduated as a Computer Forensics Investigator from the Electronic Commerce Council University in NM, he is also certified as an Avaya Certified Expert, CEH, CHFI, CCNA, ENA, Oracle DBA. Over 20 Years of experience in IT Infrastructure Teams and management, Specialized in Telecomunications, Contact Centers, Cloud, Virtualization, Security. Motivated, adaptable, customer focused, results driven, and hard working Information Technology Professional With proven ability to work under any pressure and deliver desired outcome of high quality requirements and customer deadlines. Worked at top companies, including Harry and David, Amerigroup Corp, IDT Corp, RFA Corp, Cable and Wireless Business and many more. Strong communication and interpersonal skills demonstrated in working with colleagues and customers across the global. Implemented more that 120.000 users worldwide and 32.000 Call Center Agents in 20+ Countries from design to implementation and customer satisfaction.

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