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WORKFORCE ENGAGEMENT

Our Award-Winning Solution for an Innovative Customer Experience

Connect your entire business’s resources, insights, and knowledge in real time to deliver more personalized service to today’s “everything customer”—who expects you to adapt instantly to their current need. We can help with that. Frost and Sullivan says our progressive AI-infused solution makes us the clear leader in transforming experiences.

Read the Frost Radar Award

Simplify, Modernize, and Automate Every Experience

You’re in the business of creating happy customers. That takes not just a great frontline team, but everyone in your organization. From your web sites through to your back office, use our technology to build and connect a vibrant workforce that comes together to deliver a great customer experience.

 

Capture the Voice of Your Customer

Use what you learn recording, monitoring, and analyzing interactions to fuel constant innovation. Improve market positioning, quality of service, and customer appeal.

Create an Inside-Out Customer Experience

Improve the quality of customer interactions by creating a thoroughly trained and productive workforce. Keep it going with evaluations, automated coaching, scoreboard assessments, customer feedback, voice analytics and more.

Turn Your Contact Center into a Strategic Asset

Seamlessly share invaluable customer insights across the enterprise to find new ways to improve customer experiences. Equip your entire organization with relevant knowledge to make better day-to-day and strategic decisions.

Avaya offers one of the most comprehensive portfolios in the market that can deliver unique customer experience and employee experience across all modalities, touchpoints, and personas. The capabilities can intelligently transition customer needs from self-service AI to human interaction and deliver the personalized journey across the entire organization, from front- to back-office for a superior customer experience.

2020 North American Workforce Optimization Growth, Innovation & Leadership Frost Radar Award

The Art of the Possible

Take an in-depth look at how Avaya can help you simplify, modernize, and automate your customer journey to build customer loyalty.

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Blog: Why Frost & Sullivan Places Avaya as the Clear Leader in Workforce Engagement

Every great customer experience is backed by a great employee experience. A productive, empowered workforce spanning from your front line to your back offices enables excellence in customer services. And Avaya leads the industry with the expertise and technology to transform how your workforce engages.

Read the Blog

What You Can Do With Avaya

Enhance Workforce Management

  • Automate and optimize employee schedules to match workloads.
  • Forecast daily and long-term workloads.
  • Monitor schedule adherence and daily trends to take quick action.

Get Advanced Voice-of-the-Customer Insights

  • Automatically surface insights from thousands—even millions—of customer interactions to pinpoint cost drivers, trends, and opportunities.
  • Improve employee performance on call handling efficiency, compliance, and accountability.

Maximize Employee Performance

  • Track, manage and improve employee and team performance using advanced scoreboards.
  • Automatically schedule, deliver, and track employee coaching to improve skills.
  • Provide employees the right knowledge at the right time.

Improve Security and Compliance

  • Monitor interactions for internal and external violations by detecting irregularities like missed identity verifications or disclosure failures.

  • Use robust tools to enhance compliance practices for regulatory mandates such as PCI, HIPAA, GDPR, MiFID II, and the California Consumer Privacy Act.

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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