Avaya Contact Center – Extended Capacity is a single-server solution for large contact centers supporting up to 30,000 concurrent agents. The solution provides most of the Avaya Aura® Call Center Elite functionality, including advanced agent features. The system administrator can migrate from Call Center Elite to Avaya Contact Center – Extended Capacity without purchasing additional peripherals, such as agent endpoints and contact center applications.

In the Avaya Contact Center – Extended Capacity solution, the Routing Core Configuration Server (Configuration Server) provides the administration capabilities of Avaya Aura® System Manager. The administrator can configure most contact center services from the Configuration Server web portal.

The administrator can integrate Avaya Contact Center – Extended Capacity with performance management applications, such as Avaya Call Management System and Avaya Experience Platform™ Workforce Engagement. The administrator can also integrate the contact center with Computer Telephony Interface (CTI) applications using Application Enablement Services.

Avaya Contact Center – Extended Capacity uses various routing algorithms to increase agent productivity and maximize resource utilization. The routing algorithms and options are similar to the Avaya Aura® Call Center Elite solution. Additionally, the solution supports Enterprise Behavioral Pairing and provides AI routing.