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Contact Center

Contact Center Avaya’s contact center portfolio is a broad building block set of application modules. The portfolio focuses on providing improved customer service by leveraging products and solutions for call routing, data analytics, self service, proactive contact, multi channel and quality assurance.

Customer Service Applications Division CSAD R&D India team works on areas of self service products (using voice recognition and text to speech technologies) to assisted service products (using multiple media channels of voice, video, email, web chat, text messaging, etc) to outbound service products (using advanced heuristic techniques to maximize productivity, customer satisfaction and agent utilization) and advanced reporting and analytics products.