Customer Service Editions combines industry-leading Avaya call-processing software with a range of additional capabilities. Three packages give businesses fully enabled contact center functionality with flexibility for future growth.
The Essential Edition offers end-to-end inbound voice , including skill-based and data-directed routing, premier reporting, self-service, standard agent softphone, and introductory remote agent licenses.
Adding to Essential, the Standard Edition brings business rule routing options, desktop application integration, customizable agent desktop with screen-pop, and outbound preview dialing.
Building from Standard, the Advanced Edition also features support for end-to-end SIP-based contact centers, patented predictive routing and agent selection algorithms, predictive outbound dialing, and fully customizable agent desktops with video and other media.