NA Global Solutions Foundation Announcement

Geomant's CCI solution enables the rapid integration of key components of any Avaya call centre environment: Avaya Communication Manager, Avaya Voice Portal & Interactive Response, Customer's Business Applications, Call Centre agents' and Back-office users' screens and phones.
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The agent desktop software PCAgent that is provided with PC4.0 not only presents the initial 'screen-pop' but also all the telephony and dialer control for the agent.  This is a separate application that operates alongside the call centre's customer management (or CRM) systems which means the agent must toggle between these applications.  Additionally, to automatically query the customer record in the CRM system, the two applications must be integrated using the out-dated Dynamic Data Exchange (DDE) interface provided in Microsoft Windows; Alternatively, the CRM system can be integrated with the dialer using Avaya's Agent API to provide the initial screen-pop and telephony control within the single CRM screen.   More...

Geomant's SMS/Email Agent seamlessly adds SMS and email capabilities to your Avaya Proactive Contact System. SMS and email can be incorporated into any stage of a campaign lifecycle, and provide an ideal post-contact confirmation facility for agents. More...

Geomant's Intelligent Screen Pop solution simplifies the deployment process through the use of pre-built integration and presentation modules.
Information presented to the agent can be customised to include data collected from a variety of sources - directories, databases and business applications. And the screen-pop itself can be embedded into business applications - thereby 'telephony enabling' those applications. More... 

Most CTI solutions provide for routing of a call based on pre-defined criteria. Geomant's Intelligent Call Routing (ICR) solution provides additional functionality to allow calls to be routed based on dynamic data.
Calls may be routed based on amendable parameters - such as opening hours. Opening hours can be maintained by call centre supervisors without the need for any programming. More... 

Geomant's Agent Desktop Wallboard for Avaya Interaction Centre (IC) provides real time wallboard information directly to the agent's desktop.  The information to be displayed is configurable and different information can be displayed for each group of agents.  The desktop wallboard is conveniently embedded into the IC client and no additional client software is required 
The optional CTI based monitoring can provide special statistics that are not available through OA. More...

Self-Service Manager (SSM) is an easy-to use software application that simplifies the management of Avaya Voice Portal empowering the contact centre supervisor to optimize automated call handling and maximize customer satisfaction. More...

Many callers to call centres would prefer to schedule a callback rather than wait in a queue for an agent.
Geomant's Callback Manager is a self-contained solution that collects requests and performs outbound dialling.
Collection of requests can be achieved in a variety of ways - using self-service solutions, vector digit collection or via a web page.  More...

Geomant's Wallboard Display enables the key information to be dynamically selected, displayed on multiple pages that are automatically scrolled through and using a large font that can be read from a distance.
This is particularly useful when wallboard screens cannot be located sufficiently close to agents and can reduce cost by eliminate the necessity for larger screens. More...

Most large call centres benefit from Computer Telephony Integration (CTI), enabling valuable caller information to be presented on an agent's computer via 'screen pops'. Now everyone can benefit from this technology, by displaying customised caller information on any WML-enabled IP desk phone.
Caller information can be looked up from directories and databases and presented on the phone display as the call is received. Information can also be collected through front-end self-service systems, or passed from one department to another along with the call.

All of this is possible using Geomant's unique PhonePop solution, enabling appropriate business specific information to be made available to anyone receiving inbound calls.  More...

Geomant's SSO enables sign-on authorization for several Avaya products (CM, dialler, AIC, CCE, ...) from a single initial authorization screen.  Using LDAP as the centralized authorization store simplifies maintenance of all login and passwords and means that security is controlled by standard Microsoft Security policies. More...