Avaya Software helped organizations optimize contact center performance by delivering the Avaya Call Management System (CMS), an integrated analysis and reporting solution built on the Avaya Aura platform. CMS provides real-time monitoring and historical reporting for Call Center Elite, with custom reports, task scheduling, exception notifications, thresholds, administration, and long-term ACD data storage. This enabled management of multi-location centers and dynamic call volumes without added staff, improving efficiency, agent performance evaluation, and decision-making through comprehensive visibility across operations.

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