Avaya 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.
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