Avaya Aura® Workforce Optimization

A Deeper, More Meaningful Look at Customer Interactions

Transform Your Customers’ Experience While Using Your Resources More Effectively

  • Leverage intelligent insights to operate more efficiently and to improve customer service. With Avaya Aura® Workforce Optimization you unite all relevant data from your contact center, back-office, and the wider enterprise under one, integrated platform. This enables you to correlate, share, and use information to make informed decisions faster.
  • Identify, modify, and address processes that are cumbersomeespecially the kind that result in customer or employee dissatisfaction.
  • Discover which agents aren’t assisting customers appropriately, so you can correct the problems with further training and coaching.
  • Spot customer problems and issues quickly so they can be resolved as fast as possible. The appropriateness and speed of your reaction can be important factors in delivering a superior customer experience and ultimately achieving your corporate objectives.

Harness the Voice of Your Customer

Securely capture, analyze, and store customer interactions to identify service excellence and areas of improvement, all while adhering to PCI compliance and regulatory requirements.

Anticipate Contact Volumes

Analyze historical data to forecast your future transaction volume and handle times. Automatically produce schedules to deploy the right agents with the appropriate skills at the right time.

Enable Agents to be More Successful

Improve your agents’ performance with automated coaching, e-learning, and scoreboard assessments to transfer knowledge and best practices.

Customer Story

“We used to work with several vendors, which meant it was too complex and costly to invest in new contact centre systems.”

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Record Customer Calls

Capture your customer interactions, including voice and data interactions in SIP, IP, TDM, and mixed telephony environments, automatically or selectively. This lets you adhere to compliance and regulatory requirements, decrease the number of customer disputes, substantially improve your business efficiency, and identify areas for service improvement.

Call Center Quality Monitoring

Score Agent Performance

Enable your supervisors to monitor complete interactions and evaluate agents on their performance in voice interactions, data entry, screen navigation, and data retrieval. In so doing, isolate performance shortfalls, obtain insight into customer expectations, and take steps to address these quickly and effectively.

Avaya Voice Analytics

Identify Root Cause

Glean valuable insight from customer calls, enabling you to collect competitive intelligence, discover cumbersome processes, and identify skills and training gaps.

Customer Experience Management With Avaya Aura

Enhance Your Customer Experience

Automatically mine your customer interaction recordings to uncover trends and changes in customer requirements, business trends, and competitive advantages. Distill this intelligence to reduce costs, improve products and processes, and enhance the customer experience.

Call Center Technology

Reduce Operational Costs

Reduce your operational costs by helping to ensure that your contact centers are properly staffed with the skills necessary to meet service levels. Predict the workload of calls, emails, and chat sessions by modeling contact behavior for different types of events and circumstances, and study complex what-if scenarios. Quickly and easily produce schedules that maximize the efficiency of your contact center to help ensure you have the right staff to support your customer service operations.

Customer Satisfaction Levels Increase by 11% at HomeChoice

Benefits: Improved Customer Service, Increased Productivity
Topics: Customer Service, Multi-channel, Multimedia Messaging, Team Efficiency, Unified Communications
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