Avaya Call Center
Elite Solution
Deliver a Personalized Customer
Experience That Builds Your Brand
and Fosters Long­­-Term Loyalty

Mounting pressures in today’s marketplace—increased
competition, squeezed budgets, and high customer

expectations for service—have presented challenges fororganizations of all sizes. With the competition tougher

than ever and limited organizational resources, it is almost
impossible not to feel like you are constantly playing▪ Reducing agent churn▪ Differentiating your services from that provided byyour competitors to continually grow your business▪ Improving call handling and average handle time
▪ Increasing customer retention▪ Gaining competitive advantage as price to value
becomes a priority

catch-up. To succeed, organizations must find ways to▪ Innovate with the least disruption to your environment,▪ Dealing with fast changing business cycles and fiercer

Getting ahead of rapidly evolving customer expectations

overcome these challenges:
competitive landscapes▪ Constant pressure to deliver performance and results▪ Reducing costs permanently so you are using fewer
resources▪ Driving efficiencies throughout your businessemploying smaller teams

Fact Sheetpeople, and processes

means you must deliver value and provide a differentiatedcustomer experience accomplished in a way that optimizes

resources and expertise across the business, while lowering
operating expenses.

Faced with these service imperatives many organizations begin
searching for solutions and technologies that can help themachieve efficiencies and provide a high degree of functionality,
while still being easy to implement and maintain.

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They start by looking for tested and proven solutions that can help make thedifference in their customers’ experiences. Avaya Call Center Elite (CC Elite)

solution is proven technology that helps businesses to meet these objectives.

From intelligent routing to comprehensive analytics, CC Elite solutions enable

you to provide customer service sophistication and differentiation, through anefficient deployment model.

The Key to Improving Your Customer Experience

Avaya CC Elite
is a full-featured
contact center
solution withapplications
for handlinginbound andoutboundcontacts acrossmultiplechannels.

In good times and even in the midst of uncertainty, managing the customer

experience is critical for long term business stability and even for the continued
existence of your organization.

CC Elite solutions enable a reliable and integrated omnichannel contact centerand contribute to rich and compelling customer experiences. These solutions
are designed for organizations who are seeking ways to achieve operational
efficiency, increase revenue and improve customer and agent satisfaction
and retention.

The CC Elite solution offers options for contact handling so your customers aretreated in an efficient manner, enabling agents to more effectively respond totheir needs. Intelligent routing of contacts—getting the right agent at the righttime—is a proven key driver of customer satisfaction. An added benefit—it canhelp you reduce costs while delivering greater business value.

Agent client applications enable you to meet your desktop strategy, operating

system preference, and contact center approach whether the agent is working
at headquarters, in a local branch, or in a home office.

A New Era in Contact Centers

Avaya CC Elite is a full-featured contact center solution with applications

for handling inbound and outbound contacts across multiple channels andproviding real-time and historical reporting insights.

Avaya CC Elite runs on our market leading Avaya Communication Manager

and can easily be configured to optionally include non-voice contacts providing
digital channel routing capabilities from the Avaya cloud for today’s contact
centers, and manages the collection, queuing, and delivery of voice andnon-voice work items, such as chat, email, MMS, SMS, and social media
sessions, to an appropriately skilled agent.

Use artificial intelligence (AI) and machine learning to identify subtle andvaluable patterns of human interaction to pair individual agents to callers

based on behavior rather than on strict order of call arrival. Optionally, with

Avaya Proactive Outreach Manager, combine behavioral pairing for outboundinteractions be it progressive, predictive, or preview campaigns. Optimizing
interactions between customers and agents leads to greater satisfaction

and loyalty, improved quality of life, and enhanced revenue and profitability.

© 2023 Avaya Inc. All Rights Reserved.

▪ Serve Your Customers
Through their PreferredChannels▪ Use public cloud to route
digital channels – chat, email,MMS, SMS, social media▪ Improve Responsiveness andYour Agent Experience▪ Manage Your Contact Center
Performance in Real TimeThe CC Elite solution is modular, providing the flexibility organizations rely on
as they grow and evolve, integrating seamlessly with Avaya Experience Portalfor self-service options and with Avaya Call Management System (CMS) for end
to end voice reporting and customization. Digital channel analytics provides
insights into traffic and performance metrics of individuals, queues, andactivities over specified interval of time. Avaya offers solutions that will evolve
your customer service operation to meet the changing needs of consumers.

Key Capabilities▪ The right resource at the right time. By capturing resource skill sets in therouting database, callers are routed to the right resource.

▪ Native integration with Afiniti Enterprise Behavioral Pairing™.

Behavioral Pairing is the process of using AI to transform how enterprises

pair their customers with employees by identifying subtle, valuable patternsof human interactions and uses them to measurably increase customer
profitability, turning your contact center into a profit center. Improve

revenue conversation rates through increased sales, improved customer
retention, and capitalizing on more cross-sell and up-sell opportunities.

Reduce costs by optimizing call timing, improving operational efficiency,
and increasing conversation effectiveness. Enhance customer and agent

satisfaction boosting CSAT and NPS ratings, reducing agent attrition, andincreasing agent tenure.

▪ Simple wizards facilitate ease of use. Built-in wizards make configurationeasy and fast. By leveraging best practices in contact center configurations,
Avaya has created pre-defined desktop screen pops and routing ruledefinitions. This can shorten timelines, allowing business operations
to commence more rapidly.

© 2023 Avaya Inc. All Rights Reserved.

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4▪ Optimal performance management. Reporting is pivotal to a contact

center’s success. Basic out-of-the-box performance reporting offers real timeand historical activity in the contact center environment. Supervisors canchoose to display the information in grid format or report layout. Additional
reporting is available optionally with Avaya Call Management System(CMS) which provides access to over 200 standard real-time and historical

Agent client
applications
enable you
to meet yourdesktop
strategy,
operatingsystempreference,and contact
center approach
whether
the agent isworking atheadquarters,
in a local
branch, or ina home office.

management reports; a designer package gives the ability to create custom
text and/or graphical reports. A free mobile supervisor application enables
supervisors to monitor agent performance while on the go.

▪ Effective Agent applications. Provide agents with the tools they need to be

more productive, responsive, and collaborative to provide a superior customer
experience, whether they’re working in a headquarters location, in a branch

office or home office. Dynamic, streamlined user interface delivers easy accessto functions such as conference, transfer and a variety of agent capabilities

such as Agent State, Log-in, Log-out, Click-to-Dial, and more. Choose from web,desktop, virtualized options, and native support with Google Chromebook.

▪ Modern Agent experience. Equip your agents with the information they needwhen they need it. Available in the browser, as a desktop application, or onmobile. Extend the agent experience by taking advantage of widget architecture
to add even more functionality. Deep integration leading CRM applications
and ability to use your CRM application as your primary agent interface.

▪ Enhance customer engagement through digital interactions. Enable

your customers to contact you using digital channels with the help of Avaya
Experience Platform - email, chat, messaging, and social media - without

disrupting your voice operations. Personalize customer experiences by enabling
agents to view and interact with customer journey digital touchpoints. Your

digital Agents can efficiently serve digital inquiries with using templates, quick
text, URLs, inline images, and more.

▪ Proactive customer engagement. From callbacks to targeted campaigns,
these simple and effective integrated outbound dialing tools can improvecustomer engagement and balance agent workload.

▪ Enhance customer experience through advanced treatments. Uniquealgorithms and capabilities such as Expected Wait Time, Abandoned Call

Assistant, and Customer Requested Call Back deliver operational efficiencies
and increase customer satisfaction.

▪ Expand agent knowledge with customer history. Agent desktop displays
a list of previous customer contacts to help ensure that agents have relevant
context to better serve customers.

▪ Pre-built Microsoft Dynamics CRM Connector. This allows office workersto call individuals in Microsoft Contacts and Accounts lists, and view contact
screen-pops with inbound contacts.

© 2023 Avaya Inc. All Rights Reserved.

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Avaya CC Elite runs
on our market
leading Avaya
Communication
Manager and caneasily be configured
to include non-voicecontacts providing
multichannelrouting capabilities
for today’s contact
centers.

5▪ Avaya for Salesforce Service Cloud Voice. Provide agents with a unifiedclient for Voice and Digital Channels in a native Salesforce Agent Desktop.
Enable agents to use their to change work modes and choose non-callactivities that are tracked with Avaya reporting tools, such as after call work
and AUX codes like training, lunch, or break. Contact center agents andknowledge workers have telephony controls to place, receive, and transfer

voice calls with complete contact-sensitive access to prospect and customer
data maintained in the Salesforce cloud.

Contact center agents and knowledge workers have telephony control toplace, receive, and transfer voice calls with complete contact-sensitive accessto prospect and customer data maintained in the Salesforce cloud.

▪ Desktop Wallboard application. Desktop application designed to keep
agents informed of contact center and individual performance levels

regardless of their work location - in office or working remotely - by displaying
dynamic realtime and statistical information gathered across various
resources including Avaya CMS.

▪ Keyword based routing. Allows the administrator to identify keywords,
which characterize the content of an email. Keywords can be defined

which in turn can improve routing and deliver higher quality and faster
email responses.

▪ Avaya Experience Portal integration. Through the integration ofExperience Portal, customers can gain an “all in one” contact center suite
experience. Optional automated and interactive outbound campaigns

and communications can be added to Experience Portal, sold separately.

© 2023 Avaya Inc. All Rights Reserved.

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6▪ Avaya Workforce Engagement integration. Avaya Workforce Engagement

helps organizations balance efficiency and effectiveness of the contact center
more strategically by uniting contact center and workforce optimization

requirements including Contact Recording, Quality Monitoring, eLearning,Coaching, Performance Scorecards, Workforce Management, Voice Analytics,
Desktop and Process Analytics and Customer Feedback in to an integrated
solution. As a result, organizations can make better decisions faster andmanage resources more effectively transforming customer service from a
detached business function into a strategic enterprise asset.

Avaya contact
center services
can help
you improve
contact center
operations andincrease theproductivity
and value of thecenter, both toyour customers
and yourenterprise.

▪ Application Enablement Services. Create your own applications using

a set of enhanced telephony APIs, protocols, web services, and REST APIs
that allow application developers to access call processing, media, andadministrative features available in Avaya Communications Manager.​ It allows
developers to interface with Avaya Aura​Platform through standard SDKs andREST APIs​, enables integration of business and communications​applications

from cloud to cloud or on-premises to cloud, and provides a standard method
to implement and innovate​solutions that improves efficiency, productivity,and uptime​.

Avaya Global Services

Rapid technology changes are creating a challenging, complex, multi-vendorenvironment, leaving enterprises searching for ways to keep up and move

forward under economic pressures. This environment creates a gap between

the availability of new technology and the ability to consume it. Avaya Services
addresses the technology gap to capitalize on your investment and enables
clients to achieve the true benefits of technology by removing complexity,improving performance and accelerating ROI. From assessing business needs
to designing, implementing, managing and maintaining the solution, Avaya
Services provide a range of options to supplement or support your internal
resources in addressing business needs.

Avaya Global Support Services

Avaya Global Support Services are award-winning offerings that not only

address the risk of system outages but also help you protect your technology
investment and stay in top competitive form through proactive problem

prevention, rapid resolution and continual solution optimization. Our flagshipsupport offer­—Avaya Support Advantage Preferred—is a comprehensive,customizable, globally consistent support offer that you may purchase directlyfrom Avaya or through an Avaya authorized partner.

Support Advantage Preferred delivers its greatest value through its mostadvanced support features, including:© 2023 Avaya Inc. All Rights Reserved.

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Rapid technology
changes are
creating achallenging,complex,multi-vendor
environment,leaving enterprises
searching for ways
to keep up andmove forward undereconomic pressures.

7▪ 24x7 remote software and hardware support▪ 24x7 Expert Systems proactive remote monitoring▪ World-class self-support tool in the Avaya Support Website▪ Avaya Diagnostic Server 2.0 monitoring and diagnostics▪ Optional Parts and Onsite support options▪ Upgrade Advantage

Avaya Professional Services

Avaya Professional Services enables customers across multiple industries

to realize the full potential of their investments: reducing communications

costs while building the infrastructures that drive employee productivity andcustomer satisfaction. Through the experience gained in thousands of projects,
and by following proven methodologies and best practices, we have achieved
outstanding results for clients throughout the world.

Whether you’re in the design stages for a new contact center, want to improve
the performance of your existing center, or simply need to introduce a newcontact center service or channel, Avaya contact center specialists have theexperience and resources to respond.

Avaya Managed Services

Avaya provides a portfolio of services that address customer business issues.

Avaya Managed Services are built on the principles of co-management and outtasking. Our managed services support both cloud and premise delivery andstrike a balance between total cloud based managed and self-management

strategies. Avaya Managed Services help reduce customers’ IT workloads andcan accelerate deployment while improving overall performance and reducing

costs. The Avaya portfolio offers are globally consistent, IT Infrastructure Library(ITIL)-aligned helping to ensure best in class service.

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by AvayaHoldings Corp. (NYSE: AVYA). Avaya is shaping the future of customer experiences, with innovation and partnerships thatdeliver game-changing business benefits. Our communications solutions power immersive, personalized, and memorable
customer experiences to help organizations achieve their strategic ambitions and desired outcomes. Together, we arecommitted to helping grow your business by delivering Experiences That Matter.

© 2023 Avaya Inc. All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and are registered in the UnitedStates and other countries. All other trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks,
respectively, of Avaya Inc.
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