Description

Avaya Aura Call Center Elite is a call routing software designed for the call centers and contact centers. It enables users to identify patterns of human interactions to pair callers, connect customer and employee touchpoints, route incoming customer interactions to an agent with the optimal combination of idle time and appropriate skills, hold, retrieve, and transfer calls, compare historical and current data, measure customer satisfaction via post-call surveys, and manage live inbound and outbound communications across voice, SMS, email, chat, and mobile interactions. Features include built-in automatic speech recognition, report generation, real-time notifications, context-based inputs, and selection capabilities.