Providing a quality customer service is a must-have for any company. A trained and efficient agents, an agile response and a great resolutive capacity make up a winning cocktail to achieve high customer satisfaction. Therefore, tools that allow monitoring and reporting the flow of each call, are allies of great value in the optimization of the service offered and in extension to business growth.

Can you imagine a reporting tool with the benefits of a contact center but at a pocket price?

Avaya Call Reporting is the call monitoring tool, which allows you to know in real time what is happening in conversations with your customers. A solution born from AVAYA, the number one manufacturer worldwide in contact centers, in a format aimed at small and medium enterprises.

What features does it provide?


  • Creation and edition of predefined reports Brand customization
  • Brand customization
  • Notification of emergency calls in real time (Email, SMS, Pop-Screen)

Call Recording

  • Fragment extraction and playback speed control
  • Evaluation of agents
  • Click to listen live

Realtime Agent

  • Skills definition
  • Agent Timeline
  • Group Timeline
  • Wallboards
  • Alerts generated by Email, SMS, Pop-Screen

Agent dashboards

  • Agent Desktop application
  • Custom agent screen
  • Reason Codes (DND, Login/Logout)
  • Pop-Screen (CRM API)
  • Account Codes (Free-Form, and Sub Account Codes)

What makes it different?

  • Affordable solution. A complete and economic alternative to expensive contact center solutions.
  • Software with high added value features. All the expertise of the number one contact center in a product tailored to the needs of medium and small businesses.
  • Acquisition of the complete solution or modules. It allows to acquire only the functionalities that the company needs, from basic modules or modules with full equip services.
  • Available in both the cloud and local

Would you like to know more about AVAYA CALL REPORTING? CONTACT INSTEL, we are an Avaya reference integrator in voice solutions.