Avaya Aura Workforce Optimization | Avaya UCM & Communication | Avaya Aura | Avaya PABX

1. Harness the Voice of Your Customer
Keep your communications and collaboration resources up and available with the built-in survivability of the Avaya Aura® Platform, now integrated with VMware diagnostic and maintenance tools.

2. Anticipate Contact Volumes
Analyze historical data to forecast your future transaction volume and handle times. Automatically produce schedules to deploy the right agents with the appropriate skills at the right time.

3. Enable Agents to be More Successful
Improve your agents performance with automated coaching, e-learning, and scoreboard assessments to transfer knowledge and best practices.

Record Customer Calls.

Capture your customer interactions, including voice and data interactions in SIP, IP, TDM, and mixed telephony environments, automatically or selectively. This lets you adhere to compliance and regulatory requirements, decrease the number of customer disputes, substantially improve your business efficiency, and identify areas for service improvement.

Score Agent Performance.

Enable your supervisors to monitor complete interactions and evaluate agents on their performance in voice interactions, data entry, screen navigation, and data retrieval. In so doing, isolate performance shortfalls, obtain insight into customer expectations, and take steps to address these quickly and effectively.

Identify Root Cause.

Glean valuable insight from customer calls, enabling you to collect competitive intelligence, discover cumbersome processes, and identify skills and training gaps.

Enhance Your Customer Experience.

Automatically mine your customer interaction recordings to uncover trends and changes in customer requirements, business trends, and competitive advantages. Distill this intelligence to reduce costs, improve products and processes, and enhance the customer experience.

Reduce Operational Costs.

Reduce your operational costs by helping to ensure that your contact centers are properly staffed with the skills necessary to meet service levels. Predict the workload of calls, emails, and chat sessions by modeling contact behavior for different types of events and circumstances, and study complex what-if scenarios. Quickly and easily produce schedules that maximize the efficiency of your contact center to help ensure you have the right staff to support your customer service operations.

Create a Library of Best Practices.

Turn captured customer interactions into training, and deliver the guidance directly to your agents desktops. Create learning modules to address skill gaps, respond to changes in processes and regulations, and get your staff up to speed quickly.