Avaya Experience Platform On-Prem, formerly known as Avaya Call Center Elite, is designed to handle both inbound and outbound customer interactions efficiently. It provides robust real-time and historical reporting capabilities, enabling businesses to monitor performance and make data-driven decisions. The platform supports the addition of digital channels—such as email, chat, messaging, and social media—allowing customers to engage through their preferred methods. By integrating cloud-based innovations, organizations can enhance agent productivity and customer satisfaction without disrupting existing operations. Features like AI-powered noise removal and a unified desktop interface further streamline workflows, contributing to a seamless and effective contact center environment.

Features

• Omnichannel Engagement: Facilitates customer interactions across various channels, including voice, email, chat, messaging, and social media, ensuring a unified experience.
• Real-Time and Historical Reporting: Offers comprehensive insights into contact center performance, aiding in strategic planning and operational improvements.
• AI-Powered Noise Removal: Utilizes artificial intelligence to eliminate background noise during calls, enhancing communication clarity.
• Unified Agent Desktop: Provides agents with a consolidated interface that integrates customer data from multiple sources, improving efficiency and response times.
• Scalability: Designed to accommodate businesses of all sizes, the platform allows for easy scaling to meet evolving customer service demands.
• Cloud Integration: Enables the incorporation of cloud-based features and digital channels without disrupting existing on-premises operations.