17X

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

85%

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

$1

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
  • Identify lower-performing agents for redirection
  • Recognize and model top performers
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

Resources

Discover

Is Your Contact Center Ready For A Workforce Optimization Solution?

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Report

Optimizing the Agent Journey to Perfect the Customer Journey

Download
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Fact Sheet

MiFID II: What Does It Mean for Your Organization?

See How
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White Paper

Using Workforce Optimization to Enhance your Customer Experience Strategy

Learn More

Video

Avaya Workforce Optimization

Watch Video

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