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 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 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
Benefits of Avaya Cloud Office to Business
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:
Framework approved by the European Union (EU) and U.S. for complying with EU data protection requirements
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.
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.
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
All in one app that gives you voice, video, chat and fax on your desktop and mobile devices
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
Distributes incoming calls efficiently to improve customer engagement and employee productivity Including Ring Groups, Call Monitoring, Call Queues and Barge, Monitor Whisper
A single admin interface for user provisioning, system configuration, management, cost centres, multi-site support and roles-based access controls
Comprehensive performance and usage dashboards plus reporting options for valuable insights
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
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.
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
Improves training and empowers agents
Accurately forecasts call volumes to optimise staffing rosters
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
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
Consolidates your customer data into a unified interface
Integrations into all leading cloud CRMs enables you to personalise the customer experience and maximise agent productivity
Secure payment processing simplifies the handling of credit cards and supports PCI DSS level compliance. Integrations into Stripe enhance the customer experience