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Contact Centers > Performance Management
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Avaya Aura®
Workforce
Optimization
Avaya Aura® Workforce Optimization software helps businesses balance efficiency and effectiveness by using the contact center as a strategic resource. This analytics-driven offering lets organizations capture, analyze, and act on information to improve workforce performance, customer interactions and customer service processes.
With this end-to-end offering, companies can uncover trends and discover why certain employee and customer behavior is occurring. You not only obtain a better understanding of customer satisfaction and dissatisfaction, but you receive the business intelligence that helps improve operational efficiency.
Processes that were cumbersome and caused dissatisfaction can be easily identified and modified. Agents who are not getting the proper training or assisting customers appropriately can be identified and coached. The Avaya Aura® Workforce Optimization solution suite provides a deeper and more meaningful look at customer interactions.
Features and Benefits
Reduce operational costs
Avaya Aura® Workforce Optimization reduces operational costs by ensuring that contact centers are not over-staffed, resulting in additional costs not necessary to meet service levels.
Improve agent performance and productivity
Automated coaching and scoreboard assessments help provide improved performance and productivity.
Increase customer satisfaction
Customer satisfaction is increased when using actionable intelligence that can be leveraged to improve the customer experience.
Components
- Contact Recording and Quality Monitoring This intuitive application helps supervisors manage contact center performance. Contact Recording provides the recording, search, playback and storage of voice interactions. Quality Monitoring captures and synchronizes the on-screen activity of the agent with the voice recording and provides a number of contact center agent coaching and performance tools.
- Workforce Management By automatically forecasting staffing requirements to meet call volumes and automating agent scheduling, Workforce Management ensures that businesses have the right workforce, with the right skills, to better serve customers.
- Speech Analytics Speech Analytics categorizes and analyzes call content surfacing trends, which allow for root-cause analysis and identification of problems such as customer satisfaction and dissatisfaction.
- Customer Feedback Surveys Customer Feedback Surveys allow businesses to directly obtain feedback from a customer at the close of a contact.
