Avaya Cloud Office logo

About Avaya

Avaya cloud office is the largest pure-play Unified Communications & Collaboration and Contact Centre software provider in the world. Avaya has 220,000 customers in 190 countries. Avaya Cloud Office by RingCentral delivers delivers calling, messaging, mobility, and video conferencing. It no longer has to be communication vs collaboration. With ACO now you can connect on any device, anywhere and easily manage all interactions.

Avaya Cloud Office (ACO) Features

Simplify the way your business communicates, collaborates and connects with one number (voice and fax), one app (meetings, team messaging, file sharing and task management), one platform (network access, analytics, intuitive management) and one provider (service, support, devices). Avaya cloud office has a wide range of features for businesses including:

phone

Avaya Call Forwarding

Avaya Cloud Office has advanced call forwarding features including: Forward calls: forward all incoming phone calls to a particular extension, ring group, call queue, reception, auto attendant, IVR or external number (including mobile phones). Forward when busy: Redirect all calls when they are busy, away, on another call. Restrict call forwarding: Restrict the ability of users to forward calls outside the company.

Avaya Messaging

One to many or one to one Avaya Cloud Office messaging is support on any device. You can easily add unlimited guest users or create a team as well as share files into a message stream.

Avaya Conference Call

Set up an Avaya conference call in seconds from your calendar. Tap to start the conference call or else escalate the voice conference call to a video conference call. Advanced conference call features allow remote control, call recording, a virtual whiteboard and screen sharing for up to 200 people.

Avaya Cloud Office App

Experience all of ACO’s capabilities – group chats, smart video meetings with live device switching, task scheduler on one intuitive interface. The app allows for a single unified experience reducing the time users waste switching between multiple platforms and device endpoints.

Avaya Cloud Office App
Avaya Call Reporting

Avaya Call Reporting

Avaya call reporting enables you to manage your phone system and your business. Use call reporting to measure key inputs like average wait time, missed calls, unanswered calls, average handling time and create your own reports. Monitor the effectiveness of your customer service and sales teams. With full suite of over 50 standard call reports available.

Avaya Contact Centre Technology

Avaya contact centre ensures every experience your customers have with you over the phone is a positive one. Avaya products (call centre and contact centre) use cloud telecommunications technology to ensure your customers calls are routed to the correct agent every time. With Avaya’s call management system your customers can get through to the right department, first time every time.
The Avaya softphone for contact centre enables your agents to work from anywhere and still have access to the same functionality and information as if they were in the office

Avaya Contact Centre Technology

Benefits of Avaya Cloud Office to Business

Business agility – Avaya remote access provides technology the enables a better employee and customer experience

Reduce costs of management & maintenance without any onsite PBX hardware

Global reach - can be deployed in 190 countries worldwide but with local support via Avaya Galway

Integration help fit your communications into the way you work – stay connected, reachable and engaged across all platforms

Security & Compliance

ACO has deployed best-of-breed network protections optimized for voice and data to prevent service disruption, data breaches, fraud, and service hijacking. ACO has a number of external security accreditations including:

SOC 2 Controls over security, availability, & confidentiality

Avaya Cloud Office is HIPAA compliant & provides Business Associate Agreements for Covered Entities & Business Associates

EU law on data protection and privacy that addresses the transfer of personal data outside the EU and EEA areas

Framework approved by the European Union (EU) and U.S. for complying with EU data protection requirements

csa logo

Best practices for providing security assurance within cloud computing

Workair are an accredited Avaya partner, we provide Avaya Cloud Office solutions in Ireland. We are trusted by businesses of all sizes, no matter their requirement or industry. We are your one-stop-shop for all things Avaya Cloud Office related.

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ACO Integrations

Avaya Cloud Office offers a complete integrated solution with hundreds of the desktop and cloud apps that you use everyday. It makes cloud based collaboration across your business effortless.

Improved customer journey

Advanced features like keyword search, calendar integrations, screen pop make agents more prepared for calls maximising customer relationship management and support.

Improved internal processes

Integration of business communications with operations and administration means tighter processes and overall better business performance.

Integrated collaboration

Bring communications into the applications you use every day. Automate your sales cycle by integrating with leading business platforms like Microsoft Teams, Salesforce, Bullhorn and others.

Advanced analytics

Click-to-dial analytics, call logging and real time data allows you to monitor communications, internally or externally, and also gain valuable insights.

Let Workair review your business communication needs and recommend a solution, you have nothing to lose.

Speak to an expert today

ACO Customers

What’s in the Box - Business Phone systems

Enterprise-grade Cloud PBX

Unlimited calls, fax, multi-level auto attendants, voice mail, voicemail transcription and call recordings. No limit on the number of users

App

All in one app that gives you voice, video, chat and fax on your desktop and mobile devices

Call Handling

Manage incoming and outgoing phone calls with caller ID, Do Not Disturb, Call waiting and parking, Call forwarding and transfer, as well as 3 way calling

Call Management

Distributes incoming calls efficiently to improve customer engagement and employee productivity Including Ring Groups, Call Monitoring, Call Queues and Barge, Monitor Whisper

Easy Administration

A single admin interface for user provisioning, system configuration, management, cost centres, multi-site support and roles-based access controls

Analytics

Comprehensive performance and usage dashboards plus reporting options for valuable insights

Corporate Features

Features to keep employees productive and efficient including Directory Assistance and Presence and multiple integrations

What’s in the Box - Contact Centre Solutions

Boost agent and employee engagement, collaboration and operational effectiveness (from anywhere) to improve your customer Net Promoter Score.

Omni Channel Routing

ACD – Automatic Call Distribution

Direct customers to the best qualified agent with skill based routing to improve the customer journey/experience

IVR (Interactive Voice Response)

AI powered self-service options and virtual assistant enable customers to choose which department their call is routed to

Digital Channels

Stay ahead of changing customer expectations and allow customers engage with you on the channel of their choice – chat, messaging, email, web chat, tweets, social media etc.

Predictive Dialer

Outbound dialling system improves connection rates to increase the volume of completed calls, maximizing potential revenue opportunities. Patented answering machine detection, carrier call blocking and other features help you meet compliance objectives

Workforce Management

Quality management

Improves training and empowers agents

Workforce Management

Accurately forecasts call volumes to optimise staffing rosters

Customer Surveys

Improve your engagement with customers through actionable insights direct from your customers

Call and Screen Recording

Recording and storage options make it easy to search, retrieve, playback and download recordings safely and securely

Analytics to Optimise Customer Journey and Agent Performance

Customer Experience Analytics

Visualise the customer journey to identify points of frustration

IVR Journey Maps

Show which menus are effective and where adjustments are required to simplify a customer’s journey

Speech Analytics

Empowers contact centre managers with actionable insights into the team’s performance and the customer experience

Customer Engagement at the heart of the Contact Centre

Native CRM

Consolidates your customer data into a unified interface

CRM Integrations

Integrations into all leading cloud CRMs enables you to personalise the customer experience and maximise agent productivity

Payment Processing

Secure payment processing simplifies the handling of credit cards and supports PCI DSS level compliance. Integrations into Stripe enhance the customer experience