Avaya Aura Workforce Optimization

Avaya Workforce Optimization is an integrated solution that ensures the enterprise has the right workforce with the right skills doing the right things and doing them well to achieve corporate objectives.

The challenges of the current economy are forcing enterprises to rethink their approach to customer service as customer retention becomes a key focus area. Enterprises must align contact center operations to new corporate objectives while keeping costs low.

Avaya Workforce Optimization,

• Enables operational process redesign Faster,
• Better-informed decision making
• Empowers front-line agents and supervisors
• Identifies individual skill and knowledge gaps
• Individual scorecards with role-appropriate Key Performance Indicators (KPIs)
• Drive positive behaviors
• Scorecard drill-thru supercharges coaching sessions by getting to the source data quickly
• Improves on-going training and skill gap remediation
• Forecasts transaction demand, considers service level requirements and creates optimized schedules
• Discover what you don't know through speech analytics
• Learn how your customers feel about anything first-hand

The main components of this Solution are;

Avaya Contact Recorder

Enables compliance oriented, 100% call logging/recording, sales verification, on-demand voice recording and centralized archiving

• Software-based, scalable line-side recorder
• Supports SIP/IP/TDM endpoints & Trunks
• Record inbound/outbound calls (supports Proactive Contact)
• Encryption to PCI guidelines
• Centralized or decentralized search and replay
• Sophisticated and flexible archive management
• Rules-based storage
• Storage durations may differ based on recording type
• "Tag" or classify calls with user-defined labels for simplified search and replay
• Multiple recording options

Avaya Quality Monitoring

Increase revenue through improved cross-selling, reduce costs through operational efficiency, increase customer satisfaction, better visibility into call center performance

• Assess agent performance
• Evaluate multimedia calls and application use
• Rules-based recording
• Live Monitor
• Easy to create evaluation forms
• Recording supported for wide range of contact center needs including inbound and outbound calls, phone, email and webchat
• Integrated with Performance Management and eLearning

Avaya Workforce Management

Improve service levels, reduce labor spend, increase agent employee satisfaction, better visibility into call center performance

• Individual agent skill and proficiency
• Single, multi, virtual and outsourced sites
• Inbound and outbound
• Multi-media - phone, email & chat
• Back office work
• Outsourcer coordination
• Events and training
• Powerful work patterns and rules
• Multi-week scheduling
• Agent-defined preferences
• Easy to use, standalone IVR (will port to Avaya Voice Portal in a future release)

Avaya Workforce Optimization.pdf (0.7 MB)

Workforce Optimization Workforce Management.pdf (1 MB)