Avaya call center analysis products help call centers around the world actively manage their call traffic. Many third parties offer products that integrate with their reporting applications, but how can an organization find the right partner to enhance this technology?
Avaya Compliant Resources
Any company can claim their technologies can be used with a company’s reporting products. Unfortunately, end users sometimes discover that compatibility is limited and many features of either or both products don’t work well together. How can a call center know which partner technologies to avoid?
The DevConnect program works with third-party vendors to develop products that are compatible with Avaya’s technologies. Technologies that have been labeled as “Avaya Compliant” have been developed according to a set of standards, and extensively tested by the organization to ensure both products work well together. Users can buy in confidence when they see this label, knowing they are not going to find much of the functionality they depend on.
Comprehensive Supporting Technologies
Call center metrics measurement can be broken down into three pieces. The first measures and records real-time data from the contact center, measuring fluctuating traffic levels, agent response and metrics such as hold time and queue length. This is the role Avaya reporting fills.
The second piece is the set of information radiators such as wallboards and agent desktop displays that turn the raw data into information agents can use. The third piece is the middleware that ties the other two components together. The partner technologies need to provide a wide variety of information radiators that can be customized to meet an organization’s needs, and even tailored to each of their contact centers individually. It also needs to offer the robust middleware that perfectly translates information from Avaya reporting to data the radiators can use.
History of Call Center Service
Any company’s future is too important to leave in the hands of some rising new star that might not be around in a year’s time. Call center technology has become a hot business venture, and there are a number of startups around who are still trying to find their place in the industry.
Instead, a business should opt for a partner who has been successful at least as long as Avaya, who became an independent company in 2000. Vendors who have many years in the call center business know what works and what does not. Their products are based on a solid history of performance, and customers have access to years of client reviews so you know whether this company is worth their time.
Avaya reporting is a great asset to any company, and that asset is made more valuable when enhanced by compatible third-party technologies.