Operational Effectiveness Solution - Witness Workforce Optimization

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Operational Effectiveness

Overview

The Impact 360™ Workforce Optimization (WFO) Package from Witness Systems powered by Avaya is a complete workforce optimization solution. It maximizes information flow and removes service barriers so organizations can capture, analyze, and optimize its workforce, performance, customer interactions, and customer service. Under a scalable framework, it brings together the four key contact center functions of workforce management, quality monitoring/full time recording, eLearning and performance management. Out-of-the-box integration with Avaya Communication Manager is accomplished with Communication Manager API (CMAPI).

What's New With This Release

The first release of the Impact 360™ WFO Package redefines the market landscape for contact center and workforce optimization technology by enabling organizations to deploy the four contact center functions in a pre-packaged solution from a single vendor.

The WFO Package consists of three packages that are offered by Avaya and its business partners:

Impact 360™ Quality Monitoring (QM) Package 5.4 – includes call recording/quality monitoring and eLearning
Impact 360™ Workforce Management (WFM) Package 4.6 – includes workforce management, adherence, and performance management (scorecards)
Impact 360™ Compliance Package 7.3 – includes bulk voice recording

The WFO Package does not simply bundle the four functions together, but offers an end-to-end solution. The Packages go beyond a product “suite” to offer a true single workforce optimization platform. With this release, Avaya is the first vendor to introduce a pre-packaged WFO offering to the market.