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Presence Technology offers scalable and flexible advanced Contact Center solutions that optimize resources and increase the effectiveness of interactive company-customer processes – conversations. Presence believes the Contact Center is a critical element in customer-company relations, independent of size; good Customer Service never goes out of style. Our customer-oriented service has led to us to develop solutions that meet the specific needs of each user and focus on solving the specific challenges of each particular case. The Presence suite adds great flexibility to the Contact Center dynamic, in addition to directly improving service productivity margins with a return on investment that cannot be matched. The Presence Suite is currently the most complete Contact Center solution in the market. It has been designed to improve management by providing high quality and great customer satisfaction.
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Avaya Aura is the core communications platform supporting unified communications and contact center solutions for midsize to large enterprises. It extends Communication Manager and enables SIP-based session management with innovative and powerful capabilities. Leveraging a revolutionary SIP architecture and virtualization technology, Avaya Aura simplifies complex networks and reduces infrastructure costs. Employees at any location can be connected regardless of the infrastructure the endpoints reside on.

This product provides a scalable, high performance presence aggregation service that collects and disseminates rich presence information between Avaya and other third-party endpoints. The presence information allows users to locate colleagues and experts to address customer inquiries, handle a service issue, or solve a critical project problem in real time. It helps to expand contact center capabilities by leveraging resources and expertise across the entire enterprise to serve customers better.

Avaya y Business Value realizan Road Show para compartir con sus clientes los beneficios que Avaya Aura ofrece a los Centros de Contacto de Nueva Generación. Con Avaya Aura las comunicaciones se simplifican con una arquitectura que conecta en forma flexible a los usuarios, aplicaciones y sistemas, desde y hacia cualquier lugar, lo que permite a los Contact Centers que todos los miembros de la organización estén orientados a la atención a clientes.
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Avaya Aura is the core communications platform supporting unified communications and contact center solutions for midsize to large enterprises. It extends Communication Manager and enables SIP-based session management with innovative and powerful capabilities. Branch, Standard, and Enterprise Editions offer simple per user licensing. Additional software and hardware are offered to support various levels of scalability and redundancy.
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Sehen Sie wie kleine und mittlere Unternehmen mit intelligenter Kommunikation ihre Produktivität sichern. Zu jeder Zeit, an jedem Ort. Mehr Informationen unter www.avaya.com/de Unser Ziel besteht darin, qualitativ hervorragende Kommunikationslösungen anzubieten, durch die Unternehmen leichter ihr Potenzial freisetzen können. Avaya ist ein weltweit führender Anbieter von Kommunikationssystemen für Unternehmen jeder Größenordnung. Dazu gehören Unified Communications- und Contact Center-Lösungen sowie Dienstleistungen, die sowohl über Avaya direkt als auch über Vertriebspartner erhältlich sind. Kunden setzen Avaya-Lösungen und -Services ein, um die Effizienz ihrer Geschäftsprozesse zu steigern, die Zusammenarbeit von Mitarbeitern, Kunden und Partnern zu optimieren, den Kundenservice zu verbessern und ihre Wettbewerbsfähigkeit zu erhöhen. Für die Branchen Fertigung, Finanzdienstleistung, Gesundheitswesen, Hotellerie und öffentlicher Dienst stehen spezifische Lösungen zur Verfügung.
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This key component of Avaya Aura provides an open, extensible IP Telephony platform. It offers more than 700 PBX features, high reliability and scalability, and advanced features for workforce productivity and mobility. Built-in capabilities include conferencing and contact center applications. A wide range of servers, gateways, analog, digital, and IP-based communication devices is supported.

Schaffen Sie Produktivität und Erreichbarkeit für Ihre Mitarbeiter, wo immer diese sich gerade befinden. Mehr Informationen unter www.avaya.com/de Unser Ziel besteht darin, qualitativ hervorragende Kommunikationslösungen anzubieten, durch die Unternehmen leichter ihr Potenzial freisetzen können. Avaya ist ein weltweit führender Anbieter von Kommunikationssystemen für Unternehmen jeder Größenordnung. Dazu gehören Unified Communications- und Contact Center-Lösungen sowie Dienstleistungen, die sowohl über Avaya direkt als auch über Vertriebspartner erhältlich sind. Kunden setzen Avaya-Lösungen und -Services ein, um die Effizienz ihrer Geschäftsprozesse zu steigern, die Zusammenarbeit von Mitarbeitern, Kunden und Partnern zu optimieren, den Kundenservice zu verbessern und ihre Wettbewerbsfähigkeit zu erhöhen. Für die Branchen Fertigung, Finanzdienstleistung, Gesundheitswesen, Hotellerie und öffentlicher Dienst stehen spezifische Lösungen zur Verfügung.

Overview of the BCM Intelligent Contact Center solution and live demonstration of some of the major features and how they work.
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Las nuevas soluciones con video de Avaya en el mercado.
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AGC provides unified communications business, Outsourcing contact center, business CRM Solution,IP Telephony, unified messaging system, Global Communications System to do simplified interactions with customers.
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See how Avaya contact centers can give customers the answers they need and agents the freedom to work from anywhere.

Die Sparkasse Krefeld ist ein langjähriger und zufriedener Kunde. Unsere Contact Center Lösung, der Service, die partnerschaftliche Zusammenarbeit und die stetige gemeinsame Weiterentwicklung, haben den Kunden von Avaya überzeugt. Das haben Herr Heggen (Vertriebsdirektor Sparkasse Krefeld) und Herr Dörkes (Abteilungsdirektor Organisation Sparkasse Krefeld) in unserem Kundenvideo auch dokumentiert. Mehr Informationen unter www.avaya.com/de Unser Ziel besteht darin, qualitativ hervorragende Kommunikationslösungen anzubieten, durch die Unternehmen leichter ihr Potenzial freisetzen können. Avaya ist ein weltweit führender Anbieter von Kommunikationssystemen für Unternehmen jeder Größenordnung. Dazu gehören Unified Communications- und Contact Center-Lösungen sowie Dienstleistungen, die sowohl über Avaya direkt als auch über Vertriebspartner erhältlich sind. Kunden setzen Avaya-Lösungen und -Services ein, um die Effizienz ihrer Geschäftsprozesse zu steigern, die Zusammenarbeit von Mitarbeitern, Kunden und Partnern zu optimieren, den Kundenservice zu verbessern und ihre Wettbewerbsfähigkeit zu erhöhen. Für die Branchen Fertigung, Finanzdienstleistung, Gesundheitswesen, Hotellerie und öffentlicher Dienst stehen spezifische Lösungen zur Verfügung.

Presence Voice Outbound provides a flexible outbound dialling platform that emphasizes operational efficiency and empowering business users to adapt to changing requirements. The Presence outbound solution is a part of our multi-channel inbound and outbound contact center solution. CRM Optimizer Outbound provides a contact center with the ability to effectively contact their customers and prospects while maximizing the utilization of the contact center resources in the most cost-effective way. Presence achieves this through leveraging our customers existing infrastructure to gather data for outbound calling and ensuring only live contacts are delivered to the agents. Presence Voice only delivers live contacts to agents by utilizing technology that allows for busy tones, no answers, pagers, answering machines and faxes to be detected and dealt with based on re-dialling rules. Key Features: Predictive, progressive, preview and power dialing modes. Ability to optimize Predictive dialling based on time factor, application stage as well as algorithmic. Flexible list management with the ability to add, remove and amend leads while a campaign is active. Scheduled callback capability, either to a single agent or group of agents. Call Blending of inbound and outbound calls to the same agent group. Compliance with US and European regulations for outbound calling. Complete administration of the solution by the business user, allowing real-time adaptation to changing trends and …

Join us on a virtual tour of Avaya’s booth at VoiceCon 2010 and learn about Avaya Contact Center 7.0 with Scott Hanwell. Learn more at www.avaya.com
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Vcare Switches From Avaya to Cisco

Vcare Call Centers India – a 100% subsidiary of Call Centers India (CCI) has contact Center operations in Chennai and New Delhi, providing both voice and non-voice services to global clients. The company has deployed Cisco’s technology. Before Cisco’s solution, the company was operating out on a leased facility, using Avaya-based solutions. Vcare wanted a robust, secure and scalable infrastructure for supporting their inbound and outbound calling process.

The company has implemented Cisco IP Contact Center (IPCC) solution and is currently using Cisco Call Manager and the Electronic Private Branch Exchange (EPBX), Cisco Interactive Voice Response (IVR), and Cisco Unity Voicemail.

Sandeep Mehra, CEO of Vcare Call Center India, said, “We found Cisco’s IP-based offering superior than the traditional Time Division Multiplexing (TDM based offering). We started using Cisco’s Voice over IP Solution for about 2 years. We moved from a leased facility to our own facility and found that the voice quality of the Cisco’s IPCC was far superior to any of its competitors.” Mehra adds, “This solution helps large enterprises that need to centralize their contact center operations to gain more control over their resources.”

Vcare faced several challenges before deploying the solution. “We had to have a cost effective solution, which would meet the ever-changing process requirements and co-ordination that is faced by SMB segment-based clients,” said Mehra.

According to the company, exploring Cisco system’s full functionality has been a big challenge. Though the system is very powerful, the domain expertise of this system is still very limited. IT plays an important role in addressing these challenges. One of the major challenges – cost effectiveness – is strictly based on the total cost incurred on IT equipment and maintenance. Total cost of ownership, in the long run, is a lot lower in Cisco.

The company claims that the main business benefits of the solution are that it is very simple to use, stable, and reliable. Additionally, through the usage of IP-based systems, the survivability of calls is the highest. Even if one of the lines were to go down, the calls would roll over to another circuit within a few milliseconds, without disconnecting the calls.

Effective correspondence and communication is the most common HR issue, as disclosed by Vcare. “Reporting being one of the important functions in a call center, our HR manager is able to substantiate any action we take using the vast reports we get from IT. Through Cisco’s technology everything is logged in the system,” said Mehra.

The infrastructure deployed at Vcare’s data center include Cisco Predictive, Preview, Outbound, 24/7 Dialer, Cisco Call Manager called PBX, Cisco Unity Voice Mail, and Cisco IP 7940 series phones. The Cisco solution was deployed in a span of about 3 months, start to finish. The company’s estimated IT budget for this year is about US 0 thousand. It is looking to deploy these solutions in multiple cities in India.

Contact Us : Call Centers India

Email : sales@callcentersindia.com

Phone : 206.384.4669

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