Avaya Aura Contact Center Elite and Multichannel Implementation Course Overview

Target Audience for Avaya Aura Contact Center Elite and Multichannel Implementation

The Avaya Aura Contact Center Elite and Multichannel Implementation course equips professionals with the skills to manage advanced call center solutions.

Target audience for the course includes:

• IT Support Engineers specializing in communication systems
• Avaya System Administrators and Implementers
• Call Center Technical Staff
• Telecommunications Consultants who design and implement contact centers
• Network Engineers working on telephony solutions
• Avaya Partners and Resellers focusing on Avaya solutions
• Technical Managers overseeing call center operations
• Systems Integrators working with Avaya products
• Professionals aiming for Avaya certification

Learning Objectives - What you will Learn in this Avaya Aura Contact Center Elite and Multichannel Implementation?

Introduction to Learning Outcomes:

This course provides comprehensive training on Avaya Aura® Contact Center Elite and Multichannel implementation, focusing on system components, features, call distribution, and reporting capabilities for efficient contact center management.

Learning Objectives and Outcomes:

• Understand the necessary hardware components for a basic Avaya Aura® Call Center Elite system to ensure proper setup and functionality.
• Identify and describe the additional hardware components required for Avaya Aura® Call Center Elite Multichannel to support various communication channels.
• Gain knowledge of Avaya Aura® Communication Manager features and capabilities and their application in both Avaya Aura® Call Center Elite and Multichannel environments.
• Learn how Avaya Aura® Communication Manager integrates with Avaya Aura® Call Center Elite Multichannel for seamless operations.
• Discover how to activate features within Avaya Aura® Call Center Elite and understand their impact on contact center performance.
• Comprehend the dialing plan configuration including features such as access codes and abbreviations to facilitate efficient call handling.
• Describe hunt groups, splits, and skills, and understand how to configure them to optimize agent performance and call distribution.
• Create and configure multiple hunt groups with the necessary features for effective functionality.
• Explore the options for call distribution to ensure that calls are directed to the most suitable agents based on predefined criteria.
• Install, configure, and manage Avaya Aura® Call Center Elite Multichannel Application Management Services, enhancing the contact center's multichannel capabilities.