Avaya Delivers Customer Engagement Workforce Optimization Solution for Midsize Businesses

14 Jun 2016

Providing enterprise capabilities at midmarket prices, Avaya Workforce Optimization Select gathers, measures and analyzes customer interaction data to improve contact center performance

Santa Clara, Calif. - June 14, 2016 - As customer experience increasingly becomes the new battleground, midsize companies are seeking opportunities to adopt technology that will give them an advantage over  their larger enterprise rivals. Today, Avaya announced a new Customer Engagement solution that provides midsize companies with the operational intelligence needed to enhance contact center performance and drive a high-quality customer experience. Highly affordable, simple to deploy, and intuitive to use, Avaya Workforce Optimization Select enables a wide range of insights into the customer experience, allowing midsize businesses to create the most value through every customer interaction.

Survey after survey indicates that customers spend more with and are more loyal to companies that make it easy to do business.[1] Staying on top of the customer experience requires technology that gathers, measures and analyzes all touch points of the customer journey; however, the robust workforce optimization solutions capable of doing so are typically offered only to larger enterprises.

Click to Tweet: Avaya unveils new arrow for the Midmarket quiver: Work Force Optimization Select  http://bit.ly/1YmYiau

Avaya Workforce Optimization Select enables midsize companies to:

  • Achieve contact center objectives with a simple and powerful workforce optimization platform that delivers enterprise capabilities at a price made for midsize company budgets.

  • Generate relevant and timely insights into the customer experience - Capture and analyze voice and non-voice customer interactions with a scalable, flexible, and secure recording platform to see where service is excellent and where changes are needed.

  • Define and deliver a consistent customer experience that meets company goals and customer expectations — Leverage interaction data to determine enhancements to service processes, policies, and agent practices.

  • Improve agent performance, agent loyalty, and customer satisfaction with targeted coaching plans and eLearning courses that help improve agent knowledge, efficiency, and productivity.

Available today, Avaya Workforce Optimization Select seamlessly integrates with Avaya IP Office Contact Center, Avaya Contact Center Select and Avaya Aura Contact Center.  The solution represents the first Avaya-branded offering  from the KnoahSoft acquisition in 2015. For more information, visit: http://www.avaya.com/usa/product/workforce-optimization-select

Quotes:

"Avaya Workforce Optimization Select enables us to record 100% of our outgoing and incoming calls and then, when needed, quickly find these customer interactions to properly address customer disputes and validate customer payment promises. If you're a medium-sized business and you want a workforce optimization solution that delivers enterprise-like workforce optimization capabilities at a price point that will not break your budget, then you should choose Avaya Workforce Optimization Select."

- Jeff Kerslake, President at Common Collection Agency

“Midsize companies are very savvy about the role technology can play to manage and improve their business, but are equally sensitive to its price and complexity. Avaya Workforce Optimization Select offers the advanced capabilities enterprises want and the total cost of ownership that midsize businesses need while delivering the experiences that customers demand.”  

- Karen Hardy, senior director of Customer Engagement Solutions, Avaya

 About Avaya

Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage.  The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.  For more information please visit www.avaya.com.

Certain statements contained in this press release may be forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology.  We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these are reasonable, such forward looking statements involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results to differ materially from any future results expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements.

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[1]”Autonomous Customer 2015: On hold for Intelligent Customer Service” British Telecommunications plc, commissioned by Avaya, 2015

Christina Knittel

408-496-3417

crknittel@avaya.com