Avaya · Solutions
Avaya Contact Center Solutions
TopTel Türkiye is the authorized distributor of Avaya in Türkiye. We deliver Avaya's contact center and customer experience (CX) portfolio with platform selection matched to your scale and QPS engineering support.
What are Avaya contact center solutions?
Avaya's contact center portfolio spans platforms for every scale, from a customer service team with a handful of agents to enterprise contact centers with thousands of agents. The right platform is chosen based on channel needs, agent count, existing phone system infrastructure and deployment preference.
- Avaya Contact Center Select: a voice and multimedia contact center for SMBs that integrates with Avaya IP Office.
- Avaya Aura Call Center Elite: intelligent routing and reporting for voice-based inbound and outbound contact center operations within the Avaya Aura environment.
- Avaya Infinity: an enterprise customer experience platform that connects systems, data, AI and workflows, with support for cloud, hybrid and on-premises deployment.
Key capabilities
- Multichannel engagement: channels such as voice, email and web chat handled in one agent experience.
- Intelligent routing: connects customers with agents who have the right skills and with the right service resources.
- Real-time and historical reporting: visibility into operations, performance and service trends.
- AI and self-service: Avaya Infinity carries customer context across IVR, self-service AI and live agents.
- Enterprise integrations: Avaya Infinity integrates with Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk and Microsoft Teams.
- Workforce engagement: WEM capabilities with Verint, plus integration with other preferred WEM and WFM tools.
Who is it for?
- SMBs that want to turn their customer service team into a contact center integrated with the phone system
- High-volume organizations in banking, insurance, energy, telecom and the public sector
- Organizations that want to add AI and digital channels while protecting their Avaya Aura and Call Center Elite investment
- Organizations that prefer on-premises or hybrid deployment for data residency or regulatory reasons
Why source Avaya contact center from TopTel?
- Experience: a distributor named Avaya 'Value-Added Distributor of the Year' more than once
- Demo and PoC: product demos or proof-of-concept work based on your scenario
- Solution design: platform selection and license planning based on agent count, channels and existing infrastructure
- QPS engineering: installation, integration, migration from your current system and commissioning
- Training: product training for administrators, supervisors and partner teams
- Local stock: local inventory and fast delivery for phones and endpoints
Frequently asked questions
Which Avaya contact center solution suits SMBs?
For small and midsize businesses using Avaya IP Office, Avaya Contact Center Select is the recommended fit. It works with IP Office through SIP and CTI interfaces, and agent and supervisor users are kept synchronized between the two systems.
What is Avaya Infinity?
Avaya Infinity is the enterprise customer experience platform Avaya announced in 2025. It connects systems, data, AI and workflows, and is available for cloud, hybrid and on-premises deployment.
We use Call Center Elite. Do we have to replace it?
According to Avaya, Call Center Elite continues to support critical operations at many enterprises. Avaya Infinity lets you add AI, enterprise data and workflow capabilities in phases while keeping your current environment.
Do Avaya contact center solutions integrate with CRM?
Yes. Avaya Infinity integrates with CRM and service platforms such as Salesforce, Microsoft Dynamics 365, ServiceNow and Zendesk.
Let's discuss your project
Contact TopTel engineers for sizing, PoC and pricing.