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RFI Analysis: IP Contact Centers: Page 8 of 50


 

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With Avaya's Interaction Center, Kodiak could assign some logic to overflowing queues. For example, if a service agreement can't be met for a specific queue, a pool of reserve agents can be transferred to it. An agent can work simultaneously on two tasks, such as a phone conversation and e-mail, if business rules allow, and agents can be interrupted from e-mail for priority phone calls. Callers can be informed of their estimated wait times, leave a callback number and enter an IVR self-service module without losing their spot in the queue. Web contacts receive wait-time messages as well, and e-mail users can receive instant replies showing their place in the queue.

In its response, Avaya skimped on reporting. Reports can be generated only for a service class, queue, agent or work item. On the positive side, Kodiak could store up to 10 years of call-history data cumulated into months, or five years of daily data. Find Avaya's full response at https://twimgs.com/nc/1611/graphics/1611rfi1.pdf.