Aura Call Center Elite Pricing, Features, Reviews & Alternatives

Aura Call Center Elite

Contact center management solution

3.0/5 (1 review)

Aura Call Center Elite overview

What is Aura Call Center Elite?

Avaya Aura Call Center Elite forms part of the larger family of Avaya's Contact Center as a Service (CCaaS) solution. Aura Call Center Elite offers a unified solution for managing interactions coming from multiple channels. The software helps to deliver a personlized customer experience through data integration, intelligent routing, and resource selection features. Regardless of location, interactions can be routed to the most appropriate agent based on skill level, customer value, and campaigns.

Aura Call Center Elite includes the Avaya one-X Agent interface which supports voice and video and displays contextual customer data to agents at the point of interaction, while also giving the ability to connect with appropriate internal experts through instant messaging and online presence tools. Historical and real-time reporting helps contact centers improve the quality of the service they offer by identifying trends and call quality.
www.avaya.com

Pricing

Value for money
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Devices

Business size

S
M
L

Markets

United States, Canada

Supported languages

English
Aura Call Center Elite screenshot: Agent experience tool in Avaya Aura Call Center EliteAura Call Center Elite screenshot: Avaya one-X Agent interfaceAura Call Center Elite screenshot: Customer details screen pop in Avaya Aura Call Center EliteAura Call Center Elite screenshot: Graphical workflow in Avaya Aura Call Center Elite

Aura Call Center Elite user reviews

Excellent
0
Very good
0
Average
1

Poor
0
Terrible
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Value for money
Features
Ease of use
Customer support
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YAEL B.

Avaya - my personl expirence

Used daily for 1-2 years
Reviewed 2020-12-30
Review Source: Capterra

It seems like whenever we have some issue it requires some investment to sort out. It truly appears to be extremely deficient with regards to by and large. More often than not the telephone experts appear to do not understand what we are discussing and they need to go research and hit us up.

Pros
Single use insight on versatile and the PC where same customer is utilized on both the gadgets. Same expansion utilized in 2 or 3 devises or telephones to get reachable constantly Portable customer helps in portability where inside office we are accessible any place we go. Telephone look and Display is wide and acceptable. Likewise the Phone is vigorous to be utilized..

Cons
Need Easy visit highlight on the Avaya Client introduced on the Laptop Wish to have Desktop offering accessible to the customer like we have in Skype Need document sharing element on the Avaya customer

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Aura Call Center Elite pricing

Contact Avaya for custom pricing

Aura Call Center Elite features

Call Center Management
Chat/Messaging
Multi-Channel Communication
Queue Management
Reporting & Statistics

API (253 other apps)
Activity Dashboard (151 other apps)
Alerts / Escalation (194 other apps)
Alerts/Notifications (153 other apps)
Customizable Branding (204 other apps)
Email Management (149 other apps)
Knowledge Base Management (175 other apps)
Live Chat (184 other apps)
Mobile Access (134 other apps)
Real-Time Chat (138 other apps)
Reporting/Analytics (256 other apps)
Self Service Portal (153 other apps)
Support Ticket Management (138 other apps)
Surveys & Feedback (154 other apps)
Third Party Integrations (206 other apps)

Additional information for Aura Call Center Elite

Key features of Aura Call Center Elite

  • Skill-based / dynamic routing rules
  • Automated interactions
  • Avaya call management system reports
  • Multi-tenant ANAV interface
  • Unified agent desktop
  • Inbound & outbound calling
  • Customer self-service tools
  • Multiple contact type management
  • Call management system (CMS)
  • Supervisor interface
  • SQL reporting repository
  • Logged work codes & notes
  • Screen pop data
  • CRM integrations
  • Multichannel interaction support
  • Resource alignment
  • Over 200 standard reports
  • Performance analysis
  • Logged chat transcripts
View All Features

Benefits

Manage multi-channel interactions including phone, email, chat, SMS, and social media from a single platform.

Personalize customer interactions by accessing customer history and screen pops with contextual customer data from multiple channels.

Agents can use the integrated IM/presence capabilities to connect with experts instantaneously for quicker resolution.

Use the Business Advocate feature to prioritise valuable customers and match the right agents to different customer segments based on customer value, agent skill, predicted wait time, and customer service goals.

Get a real-time understanding of customer service performance with historical and real-time reporting to identify trends, set performance benchmarks, and plan marketing campaigns.