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Michigan State UniversityMichigan State UniversityInfrastructure Planning and Facilities

Avaya Aura Contact Center

Avaya Aura Contact Center (AACC) is a multi-media call-center application that can be used to efficiently serve customers whether they contact you by phone, e-mail, web chat, instant messaging or text using a single-agent desktop interface.

  • Avaya Aura Agent Desktop (AAAD) is a software client that allows your agents to manage multiple types of customer contacts simultaneously.
  • AAAD provides current and historical customer-contact information to agents to help them deliver the best customer service possible.
  • Enhanced contact-center reporting provides comprehensive contact information and statistics for your integrated contact-center operations including voice, web, e-mail and IM channels. It contains more than 130 standard report templates and a report-creation wizard. In addition, supervisors have the ability to create real-time dashboards and to create custom reports.
  • View a PDF brochure about the product.
  • If you would like more information, visit the Avaya website.

IPF Telecommunication Systems offers hands-on training for this service.

See Telecommunication Systems self-service portal for the latest software downloads and documentation.

For consulting services, submit an online service request.

Technology workshop presentation

The below presentation gives more detail about next-generation call centers, including specific features of Avaya one-X agent, Nfocus call-center reporting, Avaya Aura Contact Center and more.

Next-generation call centers PDF

Watch video (leads to web page)