PhoneUP, integrated with Avaya Aura-based contact centers, delivers enhanced recording, analytics, and quality management capabilities. PhoneUP empowers your contact center with:
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Customer call recording: capture all voice communications within Avaya Aura.
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Agent screen recording: synchronized screen recording for detailed analysis of customer interactions.
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Desktop Analytics: collect and analyze data on agent desktop activity.
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Quality management: tools for evaluating service quality and improving contact center KPIs.
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Speech recognition: call transcription and quick information search by words/phrases.
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Speech analytics (soon): 100% call analysis for customer interaction categorization and automatic agent evaluation.
Integration approach
Avaya Aura call recording is implemented via:
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SPAN (Port mirroring)
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SIPREC (supported SBCs include Audiocodes, Ribbon, and others)
PhoneUP’s proprietary connector seamlessly integrates with Avaya AES to enrich call recordings with metadata, such as agent-ID and vector-ID (queue).
With PhoneUP and Avaya Aura, you can:
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Enhance customer service.
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Increase agent efficiency.
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Simplify communication analysis.
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Automate administration and reduce costs.
Lets talk.
