TelWare sent one of our brightest technicians, Sumner, from Charlotte to Santa Clara, California for two weeks of training with the Avaya Learning Center. While there, Sumner visited The Tech Museum of Innovation in San Jose. The Tech Museum's Body Metrics exhibit gives visitors a headset that measures their brainwaves as they explore the museum. Of course, Sumner measured happiest and most engaged in the network/cyber-security exhibit!

Team TelWare at the Tech Museum of Innovation Body Metrics exhibit

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However, it's not all fun and games out there in California. Team Telware is comprised of factory-trained technicians who work hard to provide the most up-to-date unified communication solutions. As part of ongoing training, Sumner is taking two in-depth courses at the Avaya Learning Center: Designing Avaya IP Office Contact Center and Avaya IP Office Contact Center Implementation and Expanded Configurations.

Contact Center Features

What exactly are the advanced configurations of the Avaya IP Office Contact Center? Included are advanced routing of calls based on a user's skill level, as well as Interactive Voice Response (IVR), email, and Extensible Messaging and Presence Protocol (XMPP) Chat configurations. The Avaya IP Office Contact Center is capable of routing voice, email, and chats based on pre-configured routes that can be altered on the fly by a supervisor if queues get full. Sumner is learning how to integrate customer databases so that customers can order a product without having to speak to an agent. This feature frees up a company's employees to focus on issues that need to be resolved instead of just taking a new order. Contact Center is fully integrated with IP Office and thus offers many features that third-party solutions cannot compete with.

Avaya Learning Center classroom

For information about how IP Office Contact Center can help your business, contact TelWare at 1-800-637-3148 or sales@telware.com. TelWare is a national leader in the installation of voice, video, data and unified communication solutions. TelWare is an Authorized Avaya, Star2Star and SimpleWAN Dealer.


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