On this training you will learn some Key features of a contact center include the following:

• Automatic call distributor (ACD) systems, which enable contact center agents to increase the number of calls taken while maintaining a positive customer experience (CX);

• Real-time reports, which enable contact centers to observe and analyze agent performance and customer satisfaction in real time across the various channels used;

• Scripts, which give agents a framework to provide callers with effective support and to generate sales; and

• Interchangeable assignments, which means agents who share contacts and objects can work together while maintaining individual stations.

Contact center vs. call center: What are the differences?

Contact centers and call centers are both centers for customer service. Many people use the two terms interchangeably, although they shouldn't. The primary difference is that call centers only manage inbound or outbound calls, while a contact center offers omnichannel customer support.

Avaya Contact Center Select is a context-sensitive, collaborative, voice and multimedia customer experience solution that allows small to midsize enterprises to anticipate, accelerate, and enhance customer interactions.

On this training we will understand the architecture for Avaya Contact Center Select , a context-sensitive, collaborative, voice and multimedia customer experience solution that allows small to midsize enterprises to anticipate, accelerate, and enhance customer interactions.