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Avaya one-X Agent (Soft Agent)

An integrated telephony softphone solution for agents in contact centers.
Request via ServiceNow 

Contacts

EOTSS End User and IT Service Support

Phone

EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online

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Chat with us live! Log in and click "Chat now" 
Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
Learn more about this organization 

The Details

Features

*For existing MassVoice customers ONLY*

Avaya one-X® Agent is a desktop application built specifically to meet the needs of contact center agents and supervisors, giving you the tools you need to provide a superior customer experience, whether you’re working in a headquarters location, branch office or home office.

Pricing

There is no additional* fee for Avaya one-X Agent (Soft Agent).

Avaya one-X Agent (Soft Agent) is available at no additional fee to MassVoice customers.

How to request

Please note: Internal agency IT Liaison (ITL) approval is required in order for EOTSS to process this request.

Request service via a ServiceNow request

Service Level Expectation (SLE)

Avaya one-X Agent (Soft Agent)

SLEResponsibilities/Dependencies

Fulfillment:

Legacy Service:

1-10 users: 80% within 7 business days

20+ users: 80% within 12 business days

Customer

  • Must be an existing MassVoice customer to request this service.
  • Responsible for adhering to the EOTSS Standard Rules of Engagement.
  • Responsible for completing testing and confirming results to EOTSS.
  • For the legacy Soft Agent service only: Responsible for acquiring the required VPN Services prior to requesting this service.

NOTE: This will not apply to the future Soft Agent service.

EOTSS

  • Responsible for confirming configuration of the software and coordinating testing with the customer. 

More Info

Learn more about MassVoice.

Contact

Phone
EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online
ServiceNow Log in to ServiceNow 
Chat with us live! Log in and click "Chat now" 
Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
Learn more about this organization 

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