Avaya CCR (Customer Call Reporter) provides customer service reps and their supervisors with the tools to effectively handle call volumes and gather and report valuable customer intelligence to help increase sales and agent productivity.
Advanced Edition helps businesses take customer service to a higher level:
Assess agent productivity – Customer service supervisors can gather current and historical data and generate reports to gauge the productivity of agents.
View agent status – Customer service reps and supervisors can get real-time information on call queues, hold times, agent status and more to help ensure customers are always being serviced quickly, efficiently and professionally.
Call quality assurance – Customer service supervisors can listen in and monitor an againt’s performance. Supervisors can provide coaching directly to the agent during a live call without the customer hearing to ensure quality standards are being met.
Manage campaign performance – Growing businesses can get real-time insights into how marketing campaigns are performing so resources can be adjusted in necessary to maximize investment.
Advanced call recording archival and retrieval – Call recording can positively impact customer service and revenue. It can also enable more meaningful training sessions. Calls can be easily and securely retrieved from any PC.
Automate popular inquiries – Free up valuable time for customer service reps by providing customers with easy-to-use caller menus for fast, efficient responses to commonly-asked questions. Callers can respond with touch-tone or voice response (or both). Create customized surveys. Retrieve information the same way voicemail messages are replayed.
Create self-service menus – Improve responsiveness to customers and continue generating revenue even outside of normal business hours. Customized, automated self-help menus allow customers to place or changes orders, chieck status of shipments and more!