Workforce Optimization Select

Gather, Measure, and Analyze Your Customer Interactions

Improve Agent Performance and the Customer Experience You Deliver

  • Generate relevant and timely insights into the customer experience you’re delivering. Capture and analyze voice and non-voice customer interactions with a scalable, flexible, and secure recording platform designed for midsize businesses. See where your service is excellent and where to make changes.
  • Define and deliver a consistent customer experience that meets your goals and your customers’ expectations. Leverage interaction data to determine enhancements to service processes, policies, and agent practices.
  • Improve agent performance, agent loyalty, and customer satisfaction with targeted coaching plans and eLearning courses that help improve agent knowledge, efficiency, and productivity.

Learn from Each Customer Interaction

Stay involved and in control of contact center operations by monitoring and evaluating customer interactions—they are full of meaningful and measurable information that you can use to improve the customer experience you deliver.

Get Enterprise-Level Capabilities at a Price made for Midsize Business Budgets

Achieve your customer experience objectives with a simple, powerful and highly affordable platform.

Take Advantage of Seamless Integration with Avaya Customer Engagement Platforms

With Avaya Workforce Optimization Select, extend your Avaya investment with fast deployment, low hardware and storage costs, simple pricing, and minimal installation and training.

Monitor and Record Customer Interactions

Monitor and Record Customer Interactions

Voice and non-voice recordings are essential content for assessing the quality of customer interactions and gaining a better understanding of the entire customer journey. Avaya provides a variety of options for inbound and outbound call recording and screen captures. View customer interactions from beginning to end while watching and listening to synchronized call and screen recordings. Real-time, web-based silent live monitoring lets authorized users listen to agent calls, look at agent desktops in real time, record calls on demand, add comments, and flag calls for evaluation.

Evaluate and Improve Agent Performance

Evaluate and Improve Agent Performance

Efficient, effective agent performance is the foundation of successful contact center operations. Gather and analyze voice, email, and web chat interactions. Evaluate agent performance—identify performance deviations, skill gaps, and deficiencies. Deliver training that helps agents improve their knowledge, efficiency, and productivity. Build personalized agent training programs using quality and performance data from Avaya Workforce Optimization Select and other call center applications. Upload and assign e-learning courses and employ end-of-course quizzes to help ensure knowledge transfer.

Measure Performance Improvements

Measure Performance Improvements

Our powerful analytics engine seamlessly integrates with the quality management module. Define KPIs and create customizable role-based scorecards, dashboards, and reports. Measure the performance of agents, teams, and lines of business supported by your contact center. Scorecards display top- and bottom-performing agents and drill-down capabilities let you see skill gaps that can be addressed with targeted coaching and training.

Conserve Budget by Optimizing Staff

Conserve Budget by Optimizing Staff

Add an optional Workforce Management application to help forecast demand, schedule and manage staff, and report on operations. This feature-rich application is from Teleopti, a leading global Workforce Management vendor. The application leverages an advanced forecast algorithm to help contact centers accurately forecast and optimize staffing—not only for the day, but also for the week, month, quarter, season or year across all interaction channels.

SMECO Improves Customer Service with Avaya Contact Center

Benefits: Enhanced Collaboration, Improved Customer Service, Increased Productivity
Topic: Team Efficiency
Workforce Optimization Solutions
Coach & Learn: 7 Tips for Happy Agents and Delighted Customers

Coach & Learn: 7 Tips for Happy Agents and Delighted Customers

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The Definitive Planning Guide for Improving the Customer Experience You Deliver

The Definitive Planning Guide for Improving the Customer Experience You Deliver

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