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Desktop

Contact Center Express Desktop

Contact Center Express Control Panel

Contact Center Express Reporting

Supervisor

Server

ASContact Database

Application Management Service

Call Routing Server

Configuration Server

Email Media Store

Interaction Data Service

License Director

Media Director

Media Proxy

Preview Contact Media Store

Voice Media Store

Virtual Agent

XML Server

Simple Messaging Media Store

AOL-ICQ Instant Messenger Gateway

MSN Messenger Gateway

Short Message Service Gateway

Web Chat Gateway

Rules Plug-in

Script Plug-in

SOAP Plug-in

SQL Plug-in

Developer

Developer

What is Avaya Contact Center Express?

Contact Center Express is a suite of Windows-based applications and tools that provide complete CTI solutions for Definity/MultiVantage/Avaya CM servers.

Contact Center Express caters for new, emerging call centers as well as existing call centers that want to optimize productivity and customer satisfaction by integrating CTI with existing database, customer management or agent-related applications.

The suite also caters for organizations wanting to extend their CTI capabilities to administrative work groups as well as companies looking to develop their own business-specific softphones.

Contact Center Express products fall into three major categories:

Desktop

• Contact Center Express Desktop The flagship desktop application for presenting multimedia work items to agents.

• Contact Center Express Control Panel The user interface that allows you to configure and maintain all Contact Center Express media stores.

• Contact Center Express Reporting Allows you to visually evaluate the activity of your Contact Center Express contact center.

• Supervisor A desktop application that allows contact center supervisors to monitor the call activity of a group of ten or less agents.

Server

• ASContact Database An SQL-based facility for the storage and maintenance of telephone directory data.

• Application Management Service This configures and manages all Contact Center Express media stores, License Directors, XML Servers and Media Directors.

• Call Routing Server Enables intelligent call routing for inbound calls.

• Configuration Server Is a central repository for configuration data belonging to Contact Center Express desktop applications.

• Email Media Store Is a media store that interacts with the Media Director, Media Proxy and Contact Center Express Desktop to blend customer email inquiries with inbound telephone calls.

• Interaction Data Service This is the suite name for three CCE products - Interactions Date Server Voice, Multimedia and View - that work together to gather, store and display statistical data on CCE voice and multimedia work items.

• License Director Is the central repository for all CCE run-time licenses.

• Media Director Distributes non-voice work items to contact center agents.

• Media Proxy Is a bridge component that manages the connections between Media Director and any number of client applications running on the same computer.

• Preview Contact Media Store Running as a service, the allows you to blend on-screen customer contact prompts with inbound calls, essentially using this work to fill in the gaps between peaks in inbound call traffic.

• Voice Media Store Delivers voice work items (a visual representation of a phone call) to contact center agents via CCE Desktop.

• Virtual Agent A CCE service that allows you to process work items using 'virtual' agents instead of real agents.

• XML Server Converts the existing CSTA II interface of Avaya Computer Telephony software to CSTA III XML, and XML Client which allows developers to build CTI applications in .Net.

• Simple Messaging Media Store is one of many media stores that interact with the Media Director, Media Proxy and CCE Desktop to deliver non-voice work items to contact center agents.

• AOL-ICQ Instant Messenger Gateway Interacts with the Simple Messaging Media Store to give customers or business associates who   enjoy using AOL or ICQ Instant Messenger the ability to interact with call center agents. Allow additional information to be stored for greater reporting capability.

• MSN Messenger Gateway Interacts with the Simple Messaging Media Store to give customers or business associates who enjoy using MSN Messenger the ability to interact with call center agents.

• Short Message Service Gateway Interacts with the Simple Messaging Media Store to give mobile phone using customers the ability to interact with call center agents via SMS.

• Web Chat Gateway Interacts with the Simple Messaging Media Store to give internet-using customers the ability to interact with call center agents.

• Plug-ins There are currently four Contact Center Express plug-in components.

• Rules Plug-in Is a plug-in component that allows you to create a simple set of rules that automatically perform actions on call events that meet certain criteria.

• Script Plug-in Is a simple plug-in that takes advantage of scripting engines developed by Microsoft and others, to allow simple scripts written in VB Script or Java Script to be executed and provide services to the CCE suite.

• SOAP Plug-in A simple plug-in that allows you to integrate CCE server applications with any web service or SOAP service on an intranet or the internet, without the need for new development on the server.

• SQL Plug-in A simple plug-in mechanism that allows you to integrate CCE server applications with any SQL Server database without the need for new development on the server.

Developer

• Developer A collection or ‘toolkit’ of .Net assemblies for Switches.