Named a Leader in the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide 17 times


Nearly 85% of business-to-business companies recognize customer experience as a differentiator


For every $1 spent on developing customer experience strategy, organizations are seeing a $3 return

Key Benefits

Hear the Voice of Your Customers

Hear the Voice of Your Customers

Securely capture, analyze and store customer interactions to pinpoint areas of excellence and guide improvements. Use Performance Management tools to help meet compliance objectives with regulatory mandates such as PCI, GDPR and MiFID II.

Create Quality Customer Interactions and Reduce Costs

Create Quality Customer Interactions and Reduce Costs

Help every agent become a superstar through evaluations, automated coaching, scoreboard assessments, customer feedback, and voice analytics. You can also reduce costs with more accurate staffing schedules.

Raise Contact Center Performance in the Moment

Raise Contact Center Performance in the Moment

Use real-time and historical reporting to analyze customer trends, develop benchmarks, and focus service improvements. Gain actionable insights into customer journeys and team analytics.

Product Information

Workforce Optimization

  • Isolate, modify, and address processes that lead to dissatisfaction
  • Invest in your agents—create targeted training modeled after top performers
  • Deploy your solutions on premises or in the cloud
See How

Reporting and Analytics

  • Gather and process intelligent insights from across your organization
  • Identify patterns to drive customer-first practices, performance, and operational efficiencies

Quality Management and Consulting

  • Raise agent performance with detailed impartial evaluations
  • Use interaction intelligence to improve operations, customer experience, brand loyalty
  • Get the results you need



Is Your Contact Center Ready For A Workforce Optimization Solution?



Optimizing the Agent Journey to Perfect the Customer Journey


Fact Sheet

IX Workforce Engagement in Avaya OneCloud

Learn More

Analyst Report

Gartner Reports on the Future of the Contact Center



Avaya Workforce Optimization

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