Avaya Workforce Optimization

A Deeper, More Meaningful Look at Customer Interactions


Transform Workforce Management by Uniting and Leveraging Data

What is Workforce Optimization?

  • Leverage intelligent insights to improve performance, operations efficiency, and customer service. With Avaya Workforce Optimization software you unite all relevant data from your contact center, back-office, and the wider enterprise under one, integrated platform. This enables you to correlate, manage, share, and use information to make informed decisions faster.
  • Isolate, modify, and address processes that are cumbersome—especially the kind that result in customer or employee dissatisfaction.
  • Identify top and lower performing agents—address performance problems with targeted training and coaching.
  • Spot customer problems and issues quickly so they can be resolved as fast as possible. The appropriateness and speed of your reaction can be important factors in delivering a superior customer experience and ultimately achieving your corporate objectives.
  • Strengthen data privacy and regulatory compliance. 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 meet GDPR compliance requirements.

Harness the Voice of Your Customer

Securely capture, analyze, and store customer interactions to identify service excellence and areas of improvement, all while adhering to PCI compliance and regulatory requirements.

Anticipate Contact Volumes

Analyze historical data to forecast future transaction volume and handle times. Automatically produce schedules to deploy the right agents with the appropriate skills at the right time.

Enable Front-Line Support Personnel to be More Successful

Improve performance with automated coaching, e-learning, and scoreboard assessments to transfer knowledge and best practices.

Customer Story

“We used to work with several vendors, which meant it was too complex and costly to invest in new contact centre systems.”

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Record Customer Calls

Capture your customer interactions, including voice and data interactions in SIP, IP, TDM, and mixed telephony environments, automatically or selectively. This lets you adhere to compliance and regulatory requirements, decrease the number of customer disputes, substantially improve your business efficiency, and identify areas for service improvement.

Call Center Quality Monitoring

Evaluate and Score Employee Performance

Enable your supervisors to monitor complete interactions and evaluate employees on their performance in voice interactions, data entry, screen navigation, and data retrieval. In so doing, discover performance shortfalls, obtain insight into customer expectations, and take steps to address these quickly and effectively.

Avaya Voice Analytics

Develop Skills

The customer experience your organization delivers often depends on the skills of your employees. Avaya Coaching helps organizations enhance employee performance by initiating, delivering, and following up on personalized coaching sessions. By tying coaching together with performance scorecards and training—and making this information available right on the employee desktop—Avaya Coaching can help your organization develop and enhance employee skills.

Customer Experience Management With Avaya Aura

Identify Root Causes

Glean valuable insight from customer calls, enabling you to collect competitive intelligence, discover cumbersome processes, and identify skills and training gaps.

Call Center Technology

Enhance Your Customer Experience

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. Distill this intelligence to reduce costs, improve products and processes, and enhance the customer experience.

Reduce Operational Costs

Reduce Operational Costs

Reduce your 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.

Customer Satisfaction Levels Increase by 11% at HomeChoice

Benefits: Improved Customer Service, Increased Productivity
Topics: Customer Service, Multi-channel, Multimedia Messaging, Team Efficiency, Unified Communications
HomeChoice Case Study featuring Avaya Workforce Optimization
White Paper
Are You Enabling Extraordinary Customer Journeys?

Frost & Sullivan Explores How to Take Your Contact Center to the Next Level

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White Paper
Workforce Optimization Techniques - McGee Smith Analytics White Paper

McGee Smith Analytics on Optimizing the Agent Journey to Perfect the Customer Journey

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MiFID II Regulation
Workforce Optimization Contact Center Solution - MiFID II Regulation

What Does it Mean for Your Transaction Recording & Reporting?

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