Unify for Avaya ACD
Powerful multi-channel outbound capabilities for your Contact Center
Unify is a powerful predictive outbound dialer solution, ideal for contact centers currently using an Avaya CM for inbound calls. It enables call blending, thus supporting a blended environment that seamlessly integrates inbound and outbound requirements.
Unify is compatible with your existing Avaya infrastructure, thus eliminating the need for any further investment. It additionally enhances an enterprise’s ability to reach out to customers via the email and SMS channels.
Business Benefits of Unify predictive dialer
- Increased Productivity: Unify enhances your ability to handle outbound contacts while meeting SLAs for inbound contacts
- Low TCO: A highly competitive pricing ensures lower TCO
- Greater contact success: Unify enables you to proactively contact more customers via email and SMS due to a powerful, predictive algorithm
- Higher Yield: Unify ensures greater returns from records by increasing the number of productive calls to customers
- Protection of Investment: Unify uses your existing Avaya infrastructure protecting your existing investments as well as offering new functionalities at minimum added cost
- Seamless Integration: Unify enables you to integrate the application with other Contact Center technologies to provide even greater, personal levels of service
Features of Unify outbound dialer software
- Unified Login / Dialing modes
- Supports Preview, Power and Predictive dialing modes
- Web based agent applications supports unified login for outbound and inbound
- Configuration & synchronization of agent login state in Unify and Avaya ACD
- SLA Management
- Uses business parameters and define queue length or average speed of answer SLA to blend agents across inbound & outbound channels
- Option to predetermine the minimum number of agents required for inbound or outbound communication for each skill group
- List Management and Campaign Chaining
- Load and manage multiple lists for each campaign
- List Segmentation – Define contact selection based on customer category or uploaded business parameters
- Automate contact flow across campaigns to create a dialing workflow
- Multi Channel Contact Management
- Use multi modal enabled messaging to reach a contact effectively
- Options to reach a contact via email or SMS if there is a no answer from a voice channel
- Call Strategy Management
- Contact customers using multiple numbers and set dialing rules / calling schedule
- Define hours of operation for individual numbers and order of usage
- Manage and automate complete life cycle of contacts
- Campaign Management and Script Designer
- Easy to use tools manage dialing, email & SMS campaigns
- Auto schedule a campaign across shifts of week
- Time zone management & Campaign specific DNC management
- In-built Visual Scripting tool for business parameter-driven routing and Dialing
- Integration and Administration
- Easy integration with existing Avaya PBX or directly to service provider
- All types of SQL databases are supported
- Simple to install, administer and maintain
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