Call center basics

[newglide]

I am currently running a CM with about 700 users, We are looking at The Avaya call center solution.
starting off we will not have very many agents but we plan to grow over the next year or 2.
I also have a call accounting solution that I am not very pleased with and would like a single solution.
So i guess my question is will the Avaya call center solution double as my call accounting solution?
How would liscensing work?

 

[kyle555]

Best to call some partners in your area. There are certain perks of staying current and at the newest release like not paying full price. AFAIK, you'd want another CAS product as its a bit different than call center reporting. The former is about stuff like "who called this number when?" and the latter about more global stats about the center as a whole.

If you have a call center on your CM already, you'd look to upgrade to current with CC Elite - basically the built in vectoring-based call center in CM - but depending on the products you have, their age, and your needs, you'd look at probably CC Elite (perhaps with multichannel), Contact Center for Midmarket (IP Office), and AACC, and probably in that order.
Elite is traditional and on CM, Multichannel adds web chat and other non-voice interactions into it, the midmarket IPO offering is a reworking of AACC (formerly Symposium) to do the same thing (multimedia emphasis) in a smaller more straight-forward package, and AACC is the full blown deal, similar but different to Elite (older Nortel customers would have whole centers programmed on this).

The right decision is all about where you're coming from and where you're going. There are many pointed questions a good partner should be able to ask you and make a solid recommendation.

 

[newglide]

Thanks Kyle555,
I do have a partner looking into this as well. I am currently running 6.2 in the process of upgrading to 6.3 so staying current isn't an issue.
I am leaning toward the CC Elite was really hoping i could have a single software solution.

 

[kyle555]

Yeah, that would sound about right - and if multimedia isn't a thing for you, you won't need Multichannel. Depending on the # of agents and reports, BCMS or CMS would be your reporting options and everything kind of flows from there. Could be no extra hardware and maybe a virtual machine for the reporting too. In any event, you're about halfway there without having to have done anything, so yeah, you'll most likely be an Elite shop.