Avaya Workspaces is a browser-based application with which Contact Center agents can handle outbound and inbound customer interactions. Interactions can be through channels such as Voice, Video, Chat, SMS, Email, Social Media, Generic, and Messaging. Agents can also make outbound voice calls and send outgoing emails. The intuitive user interface provides features for toggling between multiple, simultaneous interactions through different channels.
Avaya Workspaces enables seamless collaboration with customers, partners, and other users within and outside the organization. It also provides relevant information to agents securely and reliably.
Avaya Workspaces displays every interaction as an interaction card. Using interaction cards, agents can:
Receive the interaction: Accept interactions with a single click.
Hold or resume the voice interaction: Put an active voice interaction on hold when the agent must attend another interaction with a higher priority.
Consult another agent: Seek advice about an interaction.
Transfer the interaction to another agent: Send the interaction to another agent interaction area.
Add another agent to the interaction: Create a conference with another agent when the other agent can contribute to resolving the customer interaction.
Record work codes reporting to record work codes: Select from the configured work codes to report the type of work done during the interaction.
Record disposition codes reporting to record disposition codes: Select from the configured disposition codes to add disposition to the interaction.
Defer email interaction using interaction cards.
Approval of outbound agent email replies: Agent email responses can be routed through an approval process.
