Avaya Aura® Workforce Optimization

A Deeper, More Meaningful Look at Customer Interactions

Documents and Videos

Brochures

Drive Customer Centricity with a Unified Contact Center and Workforce Optimization Solution [PDF]

22 Apr 2016
Integrate your workforce optimization suite with your contact center to create a truly unified and holistic experience for your customers.

Avaya Customer Engagement Solutions [PDF]

17 Dec 2015
Expanding on the performance, reliability and flexibility of the Avaya Aura® platform, Avaya Customer Engagement solutions provide the foundation on which to build a customized portfolio of customer engagement applications for the contact center, tailored to your organization’s customer experience strategy and goals.

Avaya Aura Workforce Optimization [PDF]

05 Aug 2015
Part of a comprehensive performance management solution, Avaya Contact Recording and Quality Monitoring – application components of the Avaya Aura Workforce Optimization suite – provide businesses with a deeper and more meaningful look at customer interactions.

Avaya Customer Feedback [PDF]

26 Jan 2015
Avaya Customer Feedback, an integral part of the Avaya Aura® Workforce Optimization (WFO) suite, captures customer feedback as part of every interaction allowing you to gain a comprehensive view of each customer’s perception of your whole business. This browser-based application, with strong integration into other Avaya solutions, uses context-sensitive, dynamic surveys to capture information from customers.

Demos

Avaya Speech Analytics Video

Avaya Speech Analytics – Insights Gained Lifecycle of a Call Customer Video [3:00]

10 Nov 2013
Avaya Speech Analytics makes it easy to analyze recorded voice conversations with its advanced phonetic speech search technology that identifies key words and phrases in audio recordings.  See and hear the business insights gained through this example of a customer speaking with a contact center agent.

Avaya Aura® Workforce Optimization [6:15]

11 Oct 2013
This demonstration provides a brief overview of the features and values of Avaya Aura Workforce Optimization.

eBooks

Managing the Customer Experience

08 Jul 2014
This interactive electronic Guide is packed with practical articles written by experts from Avaya, our leading partners, and industry leaders. Case studies, charts, and infographics help you discover how to transform each customer experience into real customer lifetime value.

Videos

Avaya Aura Workforce Optimization [3:24]

18 Jan 2015
Use case based video highlighting how Avaya Aura WFO can help organizations solve business problems.

White Papers

Youbiquity Finance 2016 - Retail Banking

27 Jun 2016
For nearly five years, Avaya and BT’s Youbiquity Finance research has informed the channel strategies of some of the world’s leading financial organisation. From phone, email, internet self-service, apps and web-chat, to social media or video conferencing, the Youbiquity Finance research has revealed how consumers’ expectations of financial service providers are changing. Now, in 2016, we have conducted another round of Youbiquity Finance research. Based on the views of 3,014 respondents across Germany, Spain and the UK, this research outlines the key trends in consumer behaviour in banking and insurance when it comes to sales and customer service channels.

Youbiquity Finance 2016 - General Insurance

27 Jun 2016
For nearly five years, Avaya and BT’s Youbiquity Finance research has informed the channel strategies of some of the world’s leading financial organisation. From phone, email, internet self-service, apps and web-chat, to social media or video conferencing, the Youbiquity Finance research has revealed how consumers’ expectations of financial service providers are changing. Now, in 2016, we have conducted another round of Youbiquity Finance research. Based on the views of 3,014 respondents across Germany, Spain and the UK, this research outlines the key trends in consumer behaviour in banking and insurance when it comes to sales and customer service channels.

Engaged Agents Equal Happy Customers Equaling Good Business [PDF]

22 Apr 2016
This white paper discusses how a unified Workforce Optimization (WFO) solution can help create empowered, skilled, motivated and engaged agents who drive overall contact center performance.

Global Report: Missing Customer Expectations? [PDF]

12 Jan 2015
Dynamic Markets was commissioned by Avaya to conduct Independent Market Research across 24 countries to investigate the emphasis companies are putting on CEM (Customer Experience Management) and what steps, if any, they are taking to address this area. Read this report for the answer, and gain insight on where customer expectations sit compared to how they are treated by organizations.

Conformance of Avaya Aura® Workforce Optimization Quality Monitoring Recording Solution with the PCI Data Security Standard [PDF]

05 Jan 2015
This document describes the solution Avaya recommends to help enable Avaya Aura® Workforce Optimization Quality Monitoring customers achieve compliance with the Payment Card Industry (PCI) Data Security Standard version 3. This document is also relevant to customers wishing to secure sensitive information irrespective of PCI.

Conformance of Avaya Aura® Workforce Optimization Contact Recording with the PCI Data Security Standard [PDF]

05 Jan 2015
This document describes the solution Avaya recommends to help enable Avaya Aura® Workforce Optimization Contact Recording customers achieve compliance with the Payment Card Industry (PCI) Data Security Standard version 3. This document is also relevant to customers wishing to secure sensitive information irrespective of PCI.

Connect With Avaya