Avaya Call Management System (CMS) is a database, administration, and reporting application designed for enterprises that receive a large volume of telephone calls and have complex contact center operations. Working in conjunction with Avaya CMS, the Avaya Call Management System (CMS) Supervisor client provides comprehensive administration and reporting capabilities using a familiar Microsoft Windows interface.

With CMS customers can view live, real-time information and see the immediate results of their adjustments. They can also use historical reports to analyze trends, establish performance benchmarks, and plan new marketing or customer service campaigns. Supervisors have access to real-time and historical reports to help them effectively manage the performance of their personnel. A powerful custom report package lets customers modify real-time and historical reports or create reports that fit their unique requirements. Extensive reporting of exceptions allows managers to quickly identify areas requiring immediate attention.

Benefits

• Ability to, via the Microsoft Windows graphical user interface, monitor and move multiple agents easily with the use of a mouse versus a series of commands, while also giving customers the familiar look and feel and increased efficiency of the Microsoft Windows platform.
• Ability to run other PC applications while actively monitoring contact center conditions.
• Customized threshold and exception alerting, which can help contact center managers rapidly respond to changes within the contact center.
• Utilizing existing PC and LAN environments can help reduce costs, recover desk space, leverage infrastructure investments by eliminating the need for a separate terminal, and allow users to print reports on any network printer for which the user has permissions.
• Expanded mobility, with access to the CMS from the desktop or laptop PC, within the contact center or from remote locations via dial up access or local or wide area networks (LAN/WAN).
• Access and monitor multiple contact centers simultaneously. Avaya CMS supports multiple windows as well as multiple instances, allowing Avaya CMS Supervisor to connect to up to four different CMS platforms simultaneously. A single CMS platform can support up to eight Communication Manager ACDs.
• Automatic execution of CMS reports, Communication Manger ACD administration and other tasks with the scripting feature provides automatically scheduled running and printing of reports as well as other scheduled tasks. Scripting Saves money and time by allowing scheduling of contact center tasks, such as agent reconfiguration, report generation, and vector routing changes, with the customer's PC based scheduling package.
• Fast, easy creation of customized reports with Report Wizard, available with the optional Report Designer package. Report Wizard offers a step by step approach for easy, customized report creation.
• Easy export of contact center data to other Windows applications via clipboard cut and paste, exporting to a file, optional Open Database Connectivity, or HTML for posting customer's results on their Intranets.
• Vertically integrated industrial-strength contact center product family offers one-stop shopping. The full suite of Avaya contact center products includes IVR, outbound dialing, call detail ad-hoc reporting, agent monitoring and recording systems, and workforce management.