Avaya Workforce Optimization

A Deeper, More Meaningful Look at Customer Interactions



Avaya Workforce Optimization - Speech Analytics [PDF]

Avaya Speech Analytics provides sophisticated conversational analytics to automatically identify, group, and organize words and phrases spoken during calls into themes, helping to reveal rising trends and areas of opportunity or concern.

Engaged Agents Equal Happy Customers Equaling Good Business [PDF]

This white paper discusses how a unified Workforce Optimization (WFO) solution can help create empowered, skilled, motivated and engaged agents who drive overall contact center performance.

Drive Customer Centricity with a Unified Contact Center and Workforce Optimization Solution [PDF]

Integrate your workforce optimization suite with your contact center to create a truly unified and holistic experience for your customers.

Avaya Workforce Optimization [PDF]

Part of a comprehensive performance management solution, Avaya Contact Recording and Quality Monitoring – application components of the Avaya Workforce Optimization suite – provide businesses with a deeper and more meaningful look at customer interactions.

Avaya Customer Feedback [PDF]

Avaya Customer Feedback, an integral part of the Avaya Workforce Optimization (WFO) suite, captures customer feedback as part of every interaction allowing you to gain a comprehensive view of each customer’s perception of your whole business. This browser-based application, with strong integration into other Avaya solutions, uses context-sensitive, dynamic surveys to capture information from customers.



Avaya Speech Analytics – Insights Gained Lifecycle of a Call Customer Video [3:00]

Avaya Speech Analytics makes it easy to analyze recorded voice conversations with its advanced phonetic speech search technology that identifies key words and phrases in audio recordings.  See and hear the business insights gained through this example of a customer speaking with a contact center agent.

Avaya Workforce Optimization [6:15]

This demonstration provides a brief overview of the features and values of Avaya Workforce Optimization.


The UK Contact Centre Decision Maker’s Guide 2017-18

The “UK Contact Centre Decision-Makers' Guide” identifies seven of the major pain points and issues that affect the contact centre industry: • Improving Quality and Performance • Maximising Efficiency and Agent Optimisation • Digital, Cloud and the Customer of the Future • Outbound and Proactivity • HR Management • The Customer Experience • Strategic Directions.


Is Your Contact Center Ready for a Workforce Optimization Solution? [PDF]

This infographic will quickly help you determine if a workforce optimization solution should be included in your contact center’s strategic plan.



Avaya Workforce Optimization [3:24]

Use case based video highlighting how Avaya WFO can help organizations solve business problems.

White Papers

MiFID II: What does it mean for your organization? [PDF]

On January 3, 2018, a new regulatory acronym, MiFID II, will be added to the list of compliance responsibilities for financial institutions located in the European Union (EU) and financial firms headquartered outside of the EU but do business there. MiFID II requires the capture of all communications and orders intended to lead to an execution of a trade, even if the transaction is not actually finalized during the interaction. The questions answered in this paper focus on understanding the scope of the new regulation, what companies are affected and the transaction recording and reporting requirements.

Optimizing The Agent Journey To Perfect The Customer Journey [PDF]

As consumers embrace omnichannel communications, the support they receive from contact center agents is often suboptimal. This McGee Smith Analytics white paper demonstrates how a modern workforce optimization suite is essential to helping companies create, maintain and support a best-practice culture to deliver a more empowered, engaged workforce.

Using Workforce Optimization to Enhance Your Customer Experience Strategy [PDF]

Your contact center is one of your most important resources—you need to do everything you can to keep it operating at peak performance, consistently delivering the customer experience critical to your success while also complying with a growing number of legal requirements such as the European Union’s General Data Protection Regulation (GDPR). Download this whitepaper for an in-depth look at how today’s WFO solutions address key challenges in delivering effective, efficient, and compliant omnichannel customer experiences.

Conformance of Avaya Workforce Optimization Quality Monitoring Recording Solution with the PCI Data Security Standard [PDF]

This document describes the solution Avaya recommends to help enable Avaya Workforce Optimization Quality Monitoring customers achieve compliance with the Payment Card Industry (PCI) Data Security Standard version 3. This document is also relevant to customers wishing to secure sensitive information irrespective of PCI.

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