Call Centers are groups of employees who serve customers--using telephone, facsimile, Email, the Internet, or remote video links to provide more convenient sales, service or billing operations. When managed well, these centers can serve customers quickly, efficiently and cost-effectively. Avaya is the market leader in providing call center and CRM (Customer Relationship Management) products and professional services that allows an enterprise to:

retain its customer base through fast and efficient customer response cater to the needs and preferences of its various customer segments offer its customers new ways of transacting business

MultiVantage™ Call Center

• Call Recording
• Call Center
• Business Advocate
• Call Management System (CMS)
• IP Agent
• Network Reporting
• Visual Vectors
• Callmaster® IV
• Callmaster® V
• Computer Telephony

Multimedia Contact Center

• NICE Analyzer
• Operational Analyst
• Business Advocate
• Callmaster® IV
• Callmaster® V
• Interaction Center
• IP Agent

Self Service

• Interaction Center
• Interactive Voice Response
• Natural Language Speech Recognition

Proactive Contact Management

• Interaction Center
• Predictive Dialing™ System

Virtual Enterprise

• Interaction Center
• IP Agent
• Call Management System (CMS)
• Network Reporting

Operational Excellence

• Basic Call Management Reporting Desktop
• Call Management System (CMS)
• Network Reporting
• Visual Vectors

Strategic Insight

• Power Analyst

Enterprise Management

• Enterprise Manager

IP Contact Center for Mid-Sized Businesses

• Interaction Center
• IP Agent

Partners

• Accenture
• Siebel
• IBM
• Unisys

DeveloperConnection Program

MultiVantage™ Call Center

Visual Vectors
Visual Vectors is a Customer Relationship Management solution that provides an intuitive graphical user interface, with Windows® -like capabilities, for developing and managing Lucent's Call Vectoring feature. Call Vectoring is a unique call routing and queuing program available on DEFINITY® call centers that lets you fine tune your call routing to balance call loads and improve customer service. Visual Vectors expands the value of Call Vectoring by leveraging the efficiency of Windows capabilities, such as folders, drag-and-drop and cut-and-paste functions, and the simplicity of a graphical user interface and flowchart format.

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Operational Excellence

Visual Vectors
Visual Vectors is a Customer Relationship Management solution that provides an intuitive graphical user interface, with Windows® -like capabilities, for developing and managing Lucent's Call Vectoring feature. Call Vectoring is a unique call routing and queuing program available on DEFINITY® call centers that lets you fine tune your call routing to balance call loads and improve customer service. Visual Vectors expands the value of Call Vectoring by leveraging the efficiency of Windows capabilities, such as folders, drag-and-drop and cut-and-paste functions, and the simplicity of a graphical user interface and flowchart format.

Let us show you how our call center/CRM solutions can benefit your enterprise. The Avaya Global Locator can help you find the Avaya representative nearest you

*Macintosh is a registered trademark of Apple Computer, Inc., O/S2 is a registered trademark of IBM Corp., Microsoft Windows, Windows 95, Windows NT, Excel, and Access are registered trademarks of Microsoft Corp., Novell Netware is a registered trademark of Novell Inc., UNIXware is a registered trademark in the United States and other countries, licensed exclusively through X/Open Company Ltd.