• Avaya IX™ Workspaces
  • Avaya Teamspace
  • Avaya one-X® Agent
  • Contact Center Select for IP Office (ACCS)
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Avaya IX™ Workspaces

​Contact Centers are faced with disjointed customer and agent experiences. A few examples - to see a customer’s entire customer journey, agents are forced to jump from screen to screen. Customers are forced to repeat the same information over and over. Agents can’t easily get to the information cues and prompts that enhance services. This disjointed approach is killing service, increasing costs and putting some of their best customers at risk.
Avaya IX™ Workspaces improves agent productivity and the overall customer experience by integrating multiple applications into a single agent desktop and by empowering customer support to personalize the customer experience by enabling them to view and interact with customer journey details.

Avaya Teamspace

Sometimes the best resource or specialist isn’t in customer services. Sometimes they’re in the back office. In addition, customers want to talk to someone in the organisation who can fix their problem immediately, regardless of which department they’re in or what their title may be. It’s no longer good enough to just find the next available agent.
By aligning and integrating the back office into the customer journey, the customer is ensured access to the right resources, at right time, that have the right information, skills, and capabilities. Not only does this result in increased first contact resolution, it fundamentally transforms the customer helpline into a true customer experience.

Avaya one-X® Agent

Avaya one-X® Agent is a desktop application built specifically to meet the needs of voice-only contact center agents and supervisors. Avaya one-X Agent gives contact center users the tools they need to be more productive, whether they're working in a headquarters location, in a branch office or home office.
Avaya one-X Agent has a dynamic, streamlined user interface and delivers rich features like Agent State, Presence, IM, Agent and Queue Statistics, Reason Codes, Screen-Pops, Click-to-Dial and more.

 Contact Center Select for IP Office (ACCS)

Avaya Contact Center Select (ACCS) is optimized for use with IP Office software, targeted at midsize businesses requiring 10 to 400 contact center agents. It offers full multichannel capabilities, voice, email, web chat, SMS and fax.
Avaya Contact Center Select (ACCS) also supports Workspace user interface as an optional add-on feature.