Avaya revamps customer service agent tool

Enterprise communications firm Avaya has launched a new version of its desktop application suite designed to enhance the productivity and efficiency of contact centre operatives.

Avaya one-X Agent features a redesigned interface, support for video collaboration and customised installation options, according to the firm.

The new user interface allows customer service staff to better manage multiple calls at the same time, Avaya said, and integrates contact lists with drag-and-drop and click-to-dial functionality to enable staff to find the relevant expert and bring them into a customer call.

Embedded video, meanwhile, allows remote customer service staff to interact with each other and external customers more easily.

Sheila McGee-Smith, president of analyst firm McGee-Smith Analytics, said that Avaya one-X Agent offers a way to "significantly upgrade the agent's experience on several dimensions".

"The look and feel is slick and modern, in keeping with its membership in the Avaya one-X family," she added.

"Virtualisation enables multiple thin client options, including Citrix, Sun Ray and VMware, and support for video in the contact centre, the enterprise and with customers offers a way to differentiate service in this very challenging market."

Installation can be performed with a standard Microsoft Installer, and administrators can choose which features can be accessed by individual customer service agents.