Avaya Agent Desktop

Boost your contact center productivity and achieve more with unified Avaya agent desktop for Contact Centers.

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Single Screen View

Reduce Average Handling Time (AHT) and improve your First Call Resolution (FCR) rate by integrating Avaya contact center with all your third-party applications to offer one unified view.

Seamless integration with 3rd party applications
Read & write data for faster call disposition
Get excellent omnichannel customer experience

Unified Agent Desktop for Cisco Finesse Contact Centers

Say ‘Hello’ with Caller’s First Name

Know who is calling even before you answer the call with all caller details to deliver experiential customer service. Now, with integrated Avaya Agent Desktop, customers don’t need to re-validate themselves to agents for pulling their records.

No more copy & paste to gather customer details
Greet callers by their name to enhance call experience
Easily validate caller details while having all information readily available

Change Screen by IVR Inputs

Deliver faster call resolution and improve FCR with Avaya Agent desktop. Dynamically populate relevant information for every call as per the IVR inputs.

Dynamically change screen for each call based on IVR variables
Empower your agents with relevant information instantly
Convert customer service to customer delight with faster call resolution

Agent Desktop Optimized to your Business

Why choose a standard agent desktop when you can get an Avaya Agent Desktop customized to your unique business needs?

Industry-specific agent desktop templates optimized for your business
Unique agent desktop for each department optimized as per its needs
From logo to brand colors and fonts, develop the agent desktop as per your branding guidelines

Cisco Finesse 12.0 Agent Desktop for Contact Centers

Biggest library of Integration

From CRM, Ticketing, EMR/EHR, Banking Applications, Legacy systems to your internal database, integrate your Avaya Agent Desktop with any of your 3rd party applications.

Easily integrate Universal Connector with your database
Integrate any application with open API
Library of 40+ applications that can be readily integrated with Avaya Contact Centers

Modify Desktop Easily with Drag & Drop Designer

Modify Avaya Agent Desktop easily with drag & drop designer studio. The industry’s first and only Gadget Designer Studio makes it so easy that you can do it on your own—no coding required.