DynFlow Designer:

Easy-to-use visual application enabling contact centre managers to quickly create and deploy sophisticated scripts with no previous programming experience.

DynFlow Agent:

A flexible agent interface that can within a web browser or as a thick client.

CTI Enabled:

Out-of-the-box integration with Avaya Communication Manager and Avaya Proactive Contact for inbound, outbound or blended campaigns.

Database:

Uses a Microsoft SQL database to store, retrieve and report information.

Multi-Lingua:

Multi-Language support.

Scalable:

Scalable to 250 agents.

DevExpress - Customer Account Entry :

Enables Avaya Voice Portal (IVR) to be used to identify the customer account and transfer the call. The DynFlow Agent will provide the customer information within the script.

DevExpress - Autovoice Message :

Enables Avaya Voice Portal (IVR) to be used to complete the call with any standard customer messages. DynFlow Agent transfers the call with the customer ID for the call to be completed with a generic or personalised text to speech (TTS) message.

Intelligent Customer Routing :

Intelligent Call Routing (ICR) enables calls to be routed based on the customer profile and priority set within the CRM or business process. DynFlow Agent provides the customer information within this call script plus additional queuing and routing information.

Customer Survey :

Enables customers to take part in a customer satisfaction survey at the end of the call. DynFlow Agent transfers the call to the customer satisfaction survey with the agent ID to report on satisfaction by agent.

Call Back Manager :

Enables agents and customers to schedule a call back. DynFlow Agent is integrated with Call Back Manager to enable a call back to be scheduled and re-scheduled.

Contact Manager :

Enables outbound SMS and Email messages to be sent. DynFlow Agent button is used to initiate the SMS or email message.

Database

A Dual Core processor • 8-GB of RAM • 80-GB hard disk drive with at least a 7200 rpm rating. • One 100/1000 Base-T Ethernet controller that is full duplex • Windows 2003 Standard or Enterprise Editions or • Windows 2008 R2 Standard or Enterprise Editions • Apache Tomcat 6.0.24 web server • Java 1.6.0.10 • MYSQL • MS SQL Enterprise

PC Workstations:

Pentium 2Ghz Processor • 1GB RAM • 100MB hard drive disk space • One 100/1000 Base-T Ethernet controller that is full duplex • Microsoft Windows 2000,XP, Vista or Windows 7 - 32bit or 64bit • .NET Framework 2.0

Avaya Products:

Communication Manager Version 4 or above

AES version 4.2 or above

Proactive Contact version 4 or above

Avaya Licences:

1 Proactive Contact Agent license for each agent

1 Basic TSAPI license for each agent