Avaya Aura® Call Center Elite Multichannel (EMC) is a Microsoft Windows-based software suite that manages the collection, queuing, assignment and delivery of voice and non-voice work items to appropriately skilled agents in the contact center. EMC enables agents to communicate with customers via channels such as phone, email, text, Web chat and instant messaging. EMC uses the phantom call capabilities of Avaya Aura® Communication Manager to deliver non-voice work items to the contact center agents. EMC supports inbound and outbound contacts.
- The EMC Desktop API enables the development of custom desktop aplications that can be used by contact center agents to login to EMC and handle voice calls, emails, instant messages, text messages and Web chat sessions.
- A developer guide, API documentation, sample applications and EMC Desktop installer are available for download from the DevConnect portal to help developers use the EMC Desktop API.
- The EMC Desktop includes the libraries that provide the interface to the EMC servers.
- The CSPortal WebAPI enables the development of custom chat clients that run on multiple platforms.