Avaya Call Management System (CMS) is an integrated analysis and reporting solution that keeps you in touch with virtually everything that’s going on in your contact center from evaluating the performance of a single agent or group of agents to managing a contact center with multiple locations worldwide.
Monitor and manage from anywhere
Use a graphical user interface to access the reporting and administrative power of CMS via a PC or Web browser with Avaya CMS Supervisor. Monitor and manage in real time from anywhere by setting alerts for abandoned calls, average hold time, number of calls in queue, etc. then respond quickly by redirecting resources and managing call spikes to increase agent productivity. Up to 1600 simultaneous CMS Supervisor log—ins are supported depending upon which hardware platform you choose.
Contact Center Services Optimize performance and efficiency Avaya contact center solutions draw on the expertise of a range of Avaya experts from strategic design and road—mapping to platform and system architecture, implementation and ongoing support and highly flexible managed services.