About Call Center Elite

Last Updated : Aug 27, 2019 |
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Call Center Elite is the Avaya flagship voice product for customer engagement. The product coresides on Avaya Aura® Communication Manager, which is a key component of the Avaya Aura® communications platform.
Communication Manager supports multiple communications protocols, such as H.323 and Session Initiation Protocol (SIP). Communication Manager is configured as an Evolution server to integrate Call Center Elite with traditional circuit switched Time Division Multiplexing (TDM), H.323, SIP, and hybrid environments.
Call Center Elite offers conditional call routing that can be coupled with the following routing options:
  • Greatest Need (GN)
  • Skill Level (SL)
  • Service Level Maximizer (SLM)
  • Service Objective (SO) by Skill or Vector Directory Number (VDN)
  • Service Level Supervisor (SLS) with Call Selection Override and Reserve Agent
Call Center Elite on Communication Manager increases agent productivity by providing resource selection capabilities. For example, Least Occupied Agent (LOA). The following Best Service Routing (BSR) Available Agent strategies that are applied for each VDN:
  • First Found Agent
  • Uniform Call Distribution-Most Idle Agent (UCD-MIA)
  • Uniform Call Distribution-Least Occupied Agent (UCD-LOA)
  • Expert Agent Distribution-Most Idle Agent (EAD-MIA)
  • Expert Agent Distribution-Least Occupied Agent (EAD-LOA)
With virtual routing capabilities, multilocation call centers can maximize resource utilization across all sites.
Avaya Business Advocate, which is included in Call Center Elite, is a set of patented algorithms that balance competing business objectives. As agents become available, Business Advocate selects the next contact based on defined business objectives to meet service levels across the enterprise.
Call Center Elite integrates with performance management applications, such as Avaya Call Management System (CMS), and Avaya IQ for real-time reporting and performance analytics.
Call Center Elite integrates with the Avaya Experience Platform™ Workforce Engagement (WFO) solution suite for quality monitoring. The product also works with call recording solutions, such as Verint ContactStore and NICE Loggers.
Call Center Elite leverages the multimedia service offerings of Interaction Center (IC) and Avaya Aura® Call Center Elite Multichannel to route and manage transactions across multiple channels such as voice, video, email, and web chat.
For a complete description of all Call Center Elite features, see Avaya Aura® Call Center Elite Feature Reference.