06-18-2018

New Workforce Optimization Suite for Avaya Contact Centers Advances Customer Engagement and Data Privacy

Introduces new tools that improve the customer experience, operational and employee effectiveness and helps enterprises address GDPR requirements

Santa Clara, Calif. – June 18, 2018 – Avaya Holdings Corp. (NYSE:AVYA) today introduced a new version of the Avaya Workforce Optimization suite, which improves service quality, operational and employee productivity and data privacy with a series of new features and tools. This major software release helps companies transform customer engagement and comply with existing and emerging industry regulations such as the General Data Protection Regulation (GDPR).

IDC research commissioned by Avaya found that employee productivity is a key driver of digital transformation - a necessary step that sets the groundwork through which enterprises are better prepared to achieve the higher revenue growth associated with a better customer experience. While optimizing the customer experience and service delivery is critical to winning and keeping business, only 28 percent of companies believe they integrate customer communications with fulfillment and delivery extremely well.    

“While more and more companies understand that providing a great customer experience is good business, many have a long way to go to bringing all the parts together that make that a reality,” said Chris McGugan, Avaya SVP, Solutions and Technologies. “Customer experience is a function of fully integrated, customer-facing, efficient and effective workforce support and back office processes. Avaya Workforce Optimization helps ensure that the employees engaged in service delivery meet the standard of excellence that customers expect and deserve, and helps drive business profitability and growth.”

Avaya Workforce Optimization also addresses a key concern of enterprises and customers around the world today: securing personal data and keeping it private. Driven by the European GDPR requirements, Avaya strengthened data privacy with the newest features to help securely record, process, archive, and protect customers’ personal data to reach compliance goals.

Other notable features included in the latest Avaya Workforce Optimization release enable enterprises to:  

  • Improve operational effectiveness and accuracy with real-time speech analytics – Calls can be monitored in real-time to detect words and phrases of interest and to drive interactions to better outcomes.
  • Improve customer and employee satisfaction – Supervisors and quality managers become better coaches and improve employee engagement through automated quality management, speeding scoring for some or all questions on evaluation forms. 
  • Improve data privacy and regulatory compliance – Enterprises can safely record, archive and protect personal data through advanced, 256-compliant encryption, Payment Card Industry Security (PCI), data identification and tagging and identify consent/no consent situations to help ensure GDPR compliance.

 “Our quality assurance staff can now quickly adjust to customer needs, “ said Michael Lazarus, Information and Communication Technology (ICT) Manager, HomeChoice. “If people struggle to access something on our website or think that a feature is not user-friendly, we hear about it immediately from calls, surveys, and quality assurance scores, and can start to implement the desired changes straightaway. Because we are able to provide better service, our customers are even more satisfied than before.”

Read the HomeChoice case study here.

 

About Avaya

Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our customers, and their customers. Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA. For more information, please visit www.avaya.com

Cautionary Note Regarding Forward-Looking Statements

This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, availability and effectiveness of new products and features. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at www.sec.gov. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

Source: Avaya Newsroom

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[1] IDC research, commissioned by Avaya, 2018.

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