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Your Contact Center Can Work from Home

For immediate help during COVID-19, we’re offering temporary, complimentary licenses for our remote agent solutions. Keep your employees safe—without compromising your customer experience.

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


Nearly 75% of contact center managers say a key goal of workforce optimization is improving customer experience


Nearly 50% of organizations lack the right workforce optimization resources

Key Benefits

Hear and Act on the Voice of the Customer

Hear and Act on the Voice of the Customer

Go beyond listening by actionably using voice of the customer insights to fuel consistent innovation. Securely capture, analyze and store interactions to improve market positioning, quality of service, and customer appeal.

Improve Customer Experience from the Inside Out

Improve Customer Experience from the Inside Out

Nearly half of organizations cite “lack of internal knowledge” as a key barrier to workforce optimization. Improve the quality of customer interactions with evaluations, automated coaching, scoreboard assessments, customer feedback, voice analytics and more.

Transform Your Contact Center into a Critical Strategic Asset

Turn Your Contact Center into a Strategic Asset

Seamlessly share customer insights enterprise-wide to identify disruptive opportunities and overcome barriers to success. Enable your entire organization to make better day-to-day and strategic decisions.

Product Information

Workforce Management

  • Plan, forecast, and schedule employees to match workloads.
  • Identify time-off opportunities and provide employees with schedules they prefer.

Advanced Voice of the Customer Insights

  • Automatically surface insights from thousands—even millions—of recorded calls to act quickly and intelligently.
  • Increase first contact resolutions by delivering the right knowledge to the right person at the right time.

Data Collection and Analytics

  • Reveal essential insights for pinpointing cost drivers, trends, and opportunities
  • Understand how your offerings are perceived by the market to innovate and improve.
  • Automate quality assurance processes for up to 100% of calls, freeing staff to coach employees.

Security and Compliance

  • Monitor every call for internal and external violations by detecting irregularities like missed identity verifications or disclosure failures.
  • Tools for meeting compliance objectives with regulatory mandates such as PCI, GDPR and MiFID II.

Find Out How Much You Could Save with Avaya

Our Workforce Engagement Savings Calculator looks at how your customer contact team is working now and predicts your potential savings if you update with Avaya. It’s all about improving productivity and processes. Changes that can really add up.

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See What Our Workforce Engagement Can Do For You

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