Avaya delivers customer engagement solution

Avaya Workforce Optimisation Select will provide insight into the customer experiences

Tags: Avaya Incorporation
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Avaya delivers customer engagement solution The solution aims to deliver consistent experience to meet businesses goals by leverage interaction data to determine enhancements to service processes, policies, and agent practices
By  Aasha Bodhani Published  June 15, 2016

Avaya has unveiled its customer engagement solution, "Avaya Workforce Optimisation Select", which enables mid-sized businesses to create the most value through every customer interaction.

The solution will provide operational intelligence required to enhance contact centre performance and drive high-quality customer experience, as-well-as adopt a technology that will give them an advantage over their larger enterprise rivals.

Avaya has revealed that reports indicate customers spend more with and are more loyal to companies what make it easy to do business. Staying on top of the customer experience requires technology that gathers, measures and analyses all touch points of the customer journey; however, the robust workforce optimisation solutions capable of doing so are typically offered only to larger enterprises.

Karen Hardy, senior director of customer engagement solutions at Avaya said: "Midsize companies are very savvy about the role technology can play to manage and improve their business, but are equally sensitive to its price and complexity. Avaya Workforce Optimisation Select offers the advanced capabilities enterprises want and the total cost of ownership that midsize businesses need while delivering the experiences that customers demand."  

The solution enables businesses to achieve contact centre objectives with an optimisation platform that delivers enterprise capabilities at a price made for midsize company budgets. It also generates relevant and timely insights into customer experience, by capturing and analysing voice and non-voice customer interactions with a scalable, flexible, and secure recording platform to see where service is excellent and where changes are needed.

Furthermore, the solution aims to deliver consistent experience to meet businesses goals by leverage interaction data to determine enhancements to service processes, policies, and agent practices. Lastly, improve agent performance, agent loyalty, and customer satisfaction with targeted coaching plans and e-Learning courses that help improve agent knowledge, efficiency, and productivity.

Jeff Kerslake, president at Common Collection Agency added: "Avaya Workforce Optimisation Select enables us to record 100% of our outgoing and incoming calls and then, when needed, quickly find these customer interactions to properly address customer disputes and validate customer payment promises."

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