Data Automation and Distribution

At a Glance.

Collecting historical contact centre data is slow, it's prone to error, and sometimes the data you need just isn't available using the reports available.

Adapt enables database queries to be run directly against the Avaya historical database, allowing the creation of highly customised datasets. The result is processed, and output to TXT, XML, CSV, or JSON formats and distributed to users, data-driven applications, or databases for long term storage. Once configured, this happens automatically, as often as you need it to.

How You Can Adapt.

Our users continue to find new and creative ways to use Adapt to achieve their objectives.

Automate Existing Processes.

Free up resource by automating the distribution of intraday historical contact centre data to your teams.

WFM Data Feed.

Create and output files containing historical voice and digital channel statistics for WFM to use for forecasting and resource management.

Data Centralisation.

Centralise contact centre data from multiple platforms across multiple locations to create a single, unified dataset.

Application Data Feed.

Use Adapt’s file output to provide historical data for a command centre or management dashboard application.

Data Warehousing.

Warehouse historical data for long term storage for greater forecasting accuracy or to comply with legislation.

What You Get.

Full Automation.

Execution, distribution and storage is fully automated running as often as every 15 minutes.

Easy and Secure Administration.

Manage everything through one interface with no install, simply open a web page and get started.

Distribution Flexibility.

Distribute query results automatically to any network location using FTP, SFTP, or SCP.

Future Proof Investment.

Our connector middleware allows you to take Adapt with you when you upgrade or change to any compatible contact centre or CCaaS platform.

Email Distribution.

Automatically attach historical datasets and distribute via email to management, resourcing teams and key stakeholders.

Optional Modules.

Database Injection.

Inject query results directly into a SQL or Microsoft Access database for data warehousing or further processing.

Multiple ACD Connections.

Execute queries against multiple Avaya reporting platforms to get a birds eye view of contact centre operations.

We've Got Your Back.

We hope you never need us, but we're here if you do and you'll receive features and updates as long as you're in support with us.

Reporting Platform Compatibility.

Avaya Call Management System (CMS) R15 and above
Avaya Aura Contact Center (AACC) 7.0.x and above
Avaya Contact Center Select (ACCS) 7.0.x and above

Database Injection Compatibility.

Microsoft SQL Server
Microsoft Access

Custom Integrations.

We are adding compatible contact centre platforms and database technologies so if you don’t see what you’re looking for, get in touch.

FAQ.

Questions About Adapt Questions About Grey Space

Can I access Adapt at home or while travelling?

Absolutely, the Adapt UI is entirely browser based so simply launch the Adapt URL from a PC, laptop, or smart phone and start making changes in real-time wherever you are in the world.

Does Adapt replace my historical reports?

Not quite, Adapt has been designed to augment your current historical reporting solution to allow you to optimise workflow - creating the ability to extract precisely the data you need and distribute that data automatically without the resource overhead or error potential that comes with pesky human beings.

Can Adapt connect to more than one ACD?

Yes! Adapt can execute queries against multiple ACDs simultaneously to create a single and unified output, or an output for each ACD, it's up to you really.

Does Adapt have built in reports?

It doesn't but for good reason. Adapt is a sandbox for reporting and resourcing teams to create their own data queries, designed to meet very specific, and often changing, requirements. The only way to achieve that is to create an environment where data queries are created solely, and precisely to meet those requirements.

That can be a scary prospect but if you ever need help getting there our team are on hand to help.

Can I add optional extras later if I need them?

Of course you can, just let us know what you need and we'll update your license, and get your new features up and running.

Pricing.

Hosting * On Premises Cloud

Number of Reports 1 1 20 Number of ACD Connections 1 1 5 Optional Extras Email Distribution Database Integration

MonthlyAnnual

Your Price

£5,925/year

Prices shown do not include VAT.