Avaya Workforce Optimization Savings Calculator
Get a Read on Your Potential Savings

Calculate Your Potential Savings

Pick an area of interest or calculate your potential savings for all five areas.​

Assumptions

Value

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Number of Employees/Agents

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Persons

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Employee Hourly Rate (fully burdened)

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Dollars

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Number of Managers

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Persons

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Manager Hourly Rate (fully burdened)

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Dollars

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Total Hours Worked Per Year for a Full Time Employee or Manager (Override the hours if needed).

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Hours

factor :

Annual Transaction Call Volume

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Calls/Transactions

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Average Transaction Handle Time (minutes)

value :

Minutes
1. Employee Productivity
AWFO gives you tools to optimize your workforce and reduce costs. Predict workloads, produce staffing schedules, get greater visibility into employee productivity and see where to provide targeted coaching. Set a Performance Improvement Target and see how even small increases in employee productvity can generate big savings.

factor :

Total Employee Labor Costs

value :

Dollars

factor :

Enter a Performance Improvement Target (%) such as 5%, 10%, etc.​

value :

Percent

factor :

Potential Savings

value :

Dollars
2. Quality Management
Implementing an effective quality program can be time-consuming and expensive. Forget Excel spreadsheets and calculators--with AWFO, your managers get a complete set of tools designed for fast, efficient quality reporting and analysis. Calculate what it costs to do quality management now and see how much you can save while significantly improving the quality of customer interactions.

factor :

Total Manager Labor Costs

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Dollars

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% of Time Your Managers Now Spend on Quality Management & Analysis

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Percent

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Current Annual Cost of Quality Management & Analysis

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Dollars

factor :

Enter a Performance Improvement Target (%) such as 5%, 10%, etc.​

value :

Percent

factor :

Potential Savings

value :

Dollars
3. Transaction Handle Time
Rely on AWFO to continuously capture operational performance data that can be used to reduce transaction handle times. Analyze how much time agents spend researching information, moving between applications and other processes that can be streamlined to reduce handle times and make more effective use of agent resources.

factor :

Current Average Cost Per Transaction/Call

value :

Dollars

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Total Annual Cost of Transactions/Calls

value :

Dollars

factor :

Performance Improvement Targets:

value :

factor :

Enter a % of Reduction in Time per Transaction Performance Improvement Target such as 5%, 10%, etc.

value :

Percent

factor :

Enter a % of Calls Impacted Performance Improvement Target such as 5%, 10%, etc.

value :

Percent

factor :

Potential Savings

value :

Dollars
4. Reduce Call Volume
Rely on AWFO to identify opportunities for reducing call volume, for example by off-loading more calls to self-service and/or correcting processes that drive unnecessary or repeat calls.

factor :

Total Annual Cost of Calls

value :

Dollars

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Enter a Performance Improvement Target for the % of Calls You Aim to Reduce such as 5%, 10% etc.

value :

Percent

factor :

Potential Savings

value :

Dollars
5. Sales Effectiveness
Use data generated by AWFO to mine interactions and discover ways to increase sales effectiveness. Identify successful/unsuccessful call language, surface insights and share best practices that increase revenue opportunities.

factor :

Current Sales Conversion % on Inbound Calls

value :

Percent

factor :

Average Revenue Per Call

value :

Dollars

factor :

Total Annual Inbound Sales Revenue:

value :

Dollars

factor :

Enter a Performance Improvement Target % for Increasing Sales Effectiveness such as 5%, 10%, etc.

value :

Percent

factor :

Potential Savings

value :

Dollars

factor :

Total Potential Savings With Avaya Workforce Optimization

value :

Dollars
Get your Savings Report

DISCLAIMER

AVAYA MAKES NO CLAIM AS TO THE ACCURACY OR COMPLETENESS OF THE INFORMATION PROVIDED BY THIS TOOL. ACTUAL SAVINGS AND RESULTS MAY VARY. THE RESULTS DO NOT INCLUDE THE COSTS OF AVAYA WORKFORCE OPTIMIZATION CAPABILITIES OR SERVICES.

TERMS OF USE

THIS TOOL IS PROVIDED FOR INFORMATIONAL PURPOSES ONLY. THE OUTPUT OF THIS TOOL IS PROVIDED TO ESTIMATE THE POTENTIAL SAVINGS BY USING AVAYA WORKFORCE OPTIMIZATION TO DRIVE CUSTOMER EXPERIENCE IMPROVEMENTS AND IS PROVIDED AS IS WITHOUT WARRANTY OF ANY KIND. THE RESULTS DO NOT INCLUDE THE COSTS OF AVAYA WORKFORCE OPTIMIZATION CAPABILITIES OR SERVICES. THE OUTPUT IS BASED IN PART ON DATA ENTERED BY THE USER, AND AVAYA MAKES NO CLAIMS AS TO THE ACCURACY OR COMPLETENESS OF EITHER THE DATA ENTERED INTO THE TOOL OR THE RESULTS PRODUCED BY THE TOOL. THE USER ASSUMES ALL RISK OF USE OF THE TOOL AND, AVAYA WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND RELATED TO ANY ACTIONS TAKEN AS A RESULT OF THE INFORMATION PROVIDED HEREIN, USE OF THE AVAYA WORKFORCE OPTIMIZATION SAVINGS TOOL CONSTITUTES YOUR ACCEPTANCE OF THE TERMS.

ROI of Workforce Optimization

A Report Prepared For:

Over the years, companies have turned to workforce optimization (WFO) solutions as a way to achieve higher levels of employee performance. Now that's changing as companies increasingly look at both employee and operational performance as part of an overall focus on improving customer experience.

As the research firm Aberdeen has noted, "Although traditional efficiency-oriented goals such as improving agent productivity are important, today's customer care leaders see beyond these capabilities. They view WFO as both a strategic enabler (to improve customer experiences) and as a requirement (to survive and thrive in the era of the empowered customers)."1

With Avaya Workforce Optimization (AWFO), you have a multifaceted tool that equips you in numerous ways to achieve the related goals of satisfied/loyal customers, productive agents, streamlined operations and reduced costs.

Start Saving Now

Here is a quick summary of the savings that were calculated based on the data you provided:

Increasing Employee Productivity:

Improving agent performance and lowering total annual labor costs by getting greater visibility into employee productivity, operational processes, staffing and seeing where to provide targeted coaching.

Simplifying Quality Management:

Enabling your managers and supervisors to accomplish quality reporting and analysis more effectively and efficiently.

Reducing Transaction Handle Times:

Reducing transaction handle times by capturing key data on operational performance, such as process flows and desktop activity.

Reducing Call Volume:

Identifying opportunities to reduce call volume, for example by off-loading more calls to self-service and/or correcting processes that drive unnecessary and repeat calls.

Increasing Sales Effectiveness:

Finding ways to increase sales effectiveness—mining interactions to identify successful/ unsuccessful call language, surfacing insights and sharing best practices that increase revenue opportunities.

Total Savings with Avaya Workforce Optimization:

AWFO Product Matrix

Increase Your Savings

These five paths to savings using AWFO are just the start. Increasing your Performance Improvement Targets by just a small percentage can deliver significant ROI:

Increasing Savings, Productivity and Customer Experience

Here are additional ways AWFO can help you achieve productivity and cost savings while enhancing the overall customer experience:

Staffing: Reduce 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.

Automated Quality Management: Avaya's automated quality management enables quality managers to automate scoring for some or all questions on an evaluation form—empowering quality managers to improve customer satisfaction and employee engagement by shifting resources from scoring to coaching.

Track and Measure Key Performance Indicators (KPIs): Compile performance management analytics, dashboards and scorecards so you can dedicate more energy towards improving service processes, agent performance and the overall customer experience. Identify KPIs that are relevant to the success of your contact center (e.g., first-contact resolution rates or increasing customer spend) and use AWFO to measure achievements. Measure the effectiveness of programs implemented to achieve these KPIs.

Compliance: Record voice and non-voice customer interactions to reduce risks and liabilities and comply with industry rules and regulations. Adhere to compliance and regulatory requirements, decrease the number of customer disputes, substantially improve your business efficiency, and identify areas for service improvement.

Customer Expectations: Automatically mine your customer interaction recordings and solicit voice-of-the-customer feedback to uncover trends and changes in customer requirements, business trends, and competitive advantages.

Learning: Incorporate a continuous learning culture inside your contact center by delivering the right training to the right agent at the right time directly to the agent desktop.

A Single Platform: Unite relevant data from your contact center, back-office, and the wider enterprise under one, integrated platform.

Ready to Learn More

Workforce optimization is critical to any customer experience strategy. Talk to an Avaya specialist to see all the ways Avaya Workforce Optimization can benefit your organization.

1 Contact Center Workforce Optimization: Productive Agents, Happy Customers and Reduced Costs, May 2017

DISCLAIMER

AVAYA MAKES NO CLAIM AS TO THE ACCURACY OR COMPLETENESS OF THE INFORMATION PROVIDED BY THIS TOOL. ACTUAL SAVINGS AND RESULTS MAY VARY. THE RESULTS DO NOT INCLUDE THE COSTS OF AVAYA WORKFORCE OPTIMIZATION CAPABILITIES OR SERVICES.

TERMS OF USE

THIS TOOL IS PROVIDED FOR INFORMATIONAL PURPOSES ONLY. THE OUTPUT OF THIS TOOL IS PROVIDED TO ESTIMATE THE POTENTIAL SAVINGS BY USING AVAYA WORKFORCE OPTIMIZATION TO DRIVE CUSTOMER EXPERIENCE IMPROVEMENTS AND IS PROVIDED AS IS WITHOUT WARRANTY OF ANY KIND. THE RESULTS DO NOT INCLUDE THE COSTS OF AVAYA WORKFORCE OPTIMIZATION CAPABILITIES OR SERVICES. THE OUTPUT IS BASED IN PART ON DATA ENTERED BY THE USER, AND AVAYA MAKES NO CLAIMS AS TO THE ACCURACY OR COMPLETENESS OF EITHER THE DATA ENTERED INTO THE TOOL OR THE RESULTS PRODUCED BY THE TOOL. THE USER ASSUMES ALL RISK OF USE OF THE TOOL AND, AVAYA WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND RELATED TO ANY ACTIONS TAKEN AS A RESULT OF THE INFORMATION PROVIDED HEREIN, USE OF THE AVAYA WORKFORCE OPTIMIZATION SAVINGS TOOL CONSTITUTES YOUR ACCEPTANCE OF THE TERMS.

Avaya Workforce Optimization (AWFO) can take your customer experience initiatives to a higher level through agent productivity and operational improvements. And the associated cost savings can be significant. Run the calculator now to see the potential impact to your business​. To see the potential impact to your business, complete the form to access our savings calculator.

Book Now to Talk with an Avaya Contact Center Specialist

U.S. & Canada

(866)  GO-AVAYA

Worldwide

(908)  953-6000

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