Call Center Reporting with Avaya CMS platform

ΑΕGEAN is the largest Greek airline in terms of total number of passengers carried, number of destinations served, and fleet size.
AEGEAN has been using PBX and Avaya’s call center since 2000. In 2018, Barphone upgraded the entire solution to the Avaya Aura® platform in a centralized, high-availability environment. The new solution offers reliability and a range of features, particularly for inbound operations. The Contact Center was also upgraded with the new Avaya CMS reporting platform, customized reports and Wallboard solution for further enhancements.

AEGEAN uses the Avaya Aura® platform for all corporate users and the Avaya Call Center Elite for the Contact Center department. Call Center Elite is a core application that enables the company to monitor call center productivity, handle transactions, and share customer information in real time. Additionally, AEGEAN has also deployed Avaya’s Call Management System (CMS), an application that presents real-time graphical contact center status charts and an overview of each agent’s operational status to determine if they are available or on call.

With Avaya Aura® Platform, Call Center and CMS, AEGEAN managed to track its agents’ productivity. Managers can now monitor the number of calls each agent has handled over a period of time and determine whether or not they are adhering to the appropriate procedures. As a result, managers can make better-informed decisions that contribute to a more efficient contact center.

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