Avaya Contact Center Select (ACCS)
Avaya Contact Center Select (ACCS) is a mid-market, multi-channel contact center solution for Avaya IP Office. It supports voice, email, chat, and SMS with advanced routing, reporting, and agent tools, designed for 30–250 agents in on-prem or hybrid deployments.
- Omnichannel Support: Voice, email, chat, SMS, and fax on a unified agent desktop.
- Advanced Routing: Skills-based and context-aware interaction distribution.
- Agent Tools: Intuitive interface with real-time updates and collaboration features.
- Scalability: Supports 30–250 agents across single or multi-site deployments.
- Reporting & Analytics: Real-time dashboards, historical reports, and call recording.
- Flexible Deployment: On-premise, virtualized, or hybrid environments via IP Office.
Before diving into ACCS, it's important to understand the basics of contact center operations and the Avaya IP Office platform. Familiarity with VoIP, call routing, and customer service workflows will help you grasp the features and architecture of ACCS more effectively.
- Understand contact center fundamentals (inbound/outbound, queue management, etc.)
- Know the basics of Avaya IP Office and its components
- Have some experience with telecom or VoIP systems
- Basic networking knowledge (SIP, IP routing, etc.) is helpful
- Familiarity with customer service software or CRM tools
- ACCS
- What is ACCS?
- Architecture & Components
- Deployment Scenarios
- Avaya IP Office Overview
- System Manager Basics
- Licensing and Configuration
- Agent & Supervisor Interface
- Agent Desktop Features
- Supervisor Tools and Dashboards
- Omnichannel Capabilities
- Voice, Email, Chat, SMS Integration
- Interaction Routing
- ACCS Administration
- User & Role Management
- Queue & Skill Configuration
- Reporting and Analytics
- Real-time Monitoring
- Historical Reports
- Call Recording and Playback
- Troubleshooting & Best Practices
- Common Issues and Fixes
- Performance Optimization
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