Avaya Workspaces for Call Center Elite is a browser-based application with which you can handle customer interactions.
Avaya Workspaces for Call Center Elite supports voice interactions. The intuitive user interface provides features for toggling between multiple interactions.
Note:
This document does not describe how to deploy a Call Center Elite solution; this document assumes that Call Center Elite is already deployed and is operational.
The application enables seamless collaboration with customers, partners, and other users within and outside the organization. It also provides relevant information to agents securely and reliably.
Every interaction is displayed as an interaction card. Using interaction cards, agents can:
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Receive the interaction: Accept interactions with a single click.
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Hold or resume the interaction: Put an active interaction on hold when another interaction with a higher priority must be attended to.
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Consult another agent: Seek advice about an interaction.
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Transfer the interaction to another agent: Send the interaction to another agent interaction area.
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Add another agent to the interaction: Create a conference with another agent when the other agent can contribute to resolving the customer interaction.
To enhance accessibility, Avaya Workspaces provides:
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Access to most content and controls by using the keyboard.
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Alternative text and labels to assist users with screen readers.
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Screen magnifier tool, such as Magnifier, to zoom in and out of Avaya Workspaces screens.
Do not use built-in controls of the browser.
