Avaya Aura Workforce Optimization

The solution Avaya Aura Workforce Optimization helps the companies to provide balance of productivity and efficiency, using contact center not only for call acceptance, but also for the solution of strategic tasks. This solution allows the organizations to obtain not only exact data on satisfaction and dissatisfaction of clients, but also the analytical information promoting increase in business performance.

Difficult and inconvenient processes can be easily revealed and optimized. Besides, the solution allows to identify the operators who did not undergo proper training or not providing to clients a necessary assistance and to provide their instructing and monitoring. The solution Avaya Aura Workforce Optimization helps the companies to gain deeper and informative impression about customer interaction.

Advantages

Avaya Aura Workforce Optimization integrates on one platform of the application, the providing records of contacts (Contact Recording), monitoring of quality (Quality Monitoring), e-learning (eLearning), personnel management (Workforce Management), the analysis of voice calls and transactions of the desktop systems (Speech and Desktop Analytics) and also obtaining information from clients (Customer Feedback), – giving to users the single interface and an opportunity of the centralized administration and creation of reports. Use of Avaya Aura Workforce Optimization allows contact center and the back office systems to collect and provide information in corporate scale and also to act on the basis of this information.

Faster decision making and creation of the uniform coordinate center of support, service and maintenance with reduction of total cost of ownership is result. Avaya Aura Workforce Optimization is the solution necessary to transfer customer service from discharge of the isolated business functions to group of strategic corporate resources.

Some opportunities

Avaya Aura Workforce Optimization is the complete system providing continuous performance improvement and allowing:

• Make realistic forecasts and set realistic target performance measures
• To precisely plan and involve necessary number of employees – working as at office, and at home, – having the skills which are required for satisfaction of customer needs
• Save information on all cases of customer interaction by means of the record performed during the whole time of such interaction (on the basis of the business rules determined by the user) or it is selective (in a random way or on demand)
• Perform the protected record and preserving of information on transactions according to the standards of data security existing in the industry of payment cards (due to optional management of enciphering)
• Measure performance for determination of effectively working links and areas where improvements are required
• Use intellectual functions for the analysis of the customer interaction allowing to reveal possibilities of optimization of work of employees, processes, technologies and customer relations
• Take necessary actions – to provide target training or to change processes
• Adjust forecasts and target performance measures on the basis of collected valuable information

Components

The solution Avaya Aura Workforce Optimization provides optimization of performance of operators and business processes, risk mitigation, identification of trends of business and opportunities for advancing of competitors and also increase in the service level of clients and strengthening of relationship with them in corporate scale.

Contact Recording – The software solution is a part of the solution Avaya Aura Workforce Optimization, providing record of the customer interaction performed on different channels. Thanks to close integration with platforms of unified communications of Avaya it is the solution writes voice calls and sessions of data transmission in the IP, TDM, SIP environments and their combinations and also processes large volumes of records for the purpose of accomplishment of normative legal requirements and verification of sales. In addition to record of sessions of conference communication record of the audiocalls serviced on all objects of contact center is possible complete or selective (upon the demand of or on the basis of the predeterminated business rules). The search capability and reproduction of records using a large number of the marking parameters is given. Besides, image recording from screens of the desktop systems throughout operating time is supported.

Quality Monitoring – Supplementing the solution Contact Recording with the solution Quality Monitoring, the companies receive the integrated application allowing supervisors to perform complete monitoring of interaction and to estimate operators on their performance. Avaya Quality Monitoring fixes the events on the screen of the desktop systems of operators, for example operations of data entry, movement with the screen, extraction of data, – synchronizing them with the audio recordings executed by the solution Contact Recording. Thus, at reproduction it is possible to see the broad picture of customer interaction. Quality Monitoring also provides a number of the tools providing performance improvement of operators of contact centers. The possibility of flexible creation of forms, drawing up reports and diagrams allows heads and supervisors to calibrate figures of merit, to estimate interaction, to supervise and instruct personnel.

eLearning – on the basis of the recorded customer interactions can easily create the library of optimal methods intended for training of operators. Editing the selected contacts and creation of the "training rollers" specific to your business, promotes fast development of the absent skills, quick response to changes of processes and rules and also fast introduction of employees to a course of business. This opportunity is extremely useful at deployment of products and services, campaigns, programs and the politician with the limited term for which it does not make sense to use traditional software tools of development of rates. The solution automatically appoints educational sessions and distributes them on the desktop systems of operators, based on the set indicators and/or assessment received during monitoring of quality. Supervisors can also select and appoint the corresponding educational sessions from library of rates manually. Besides, the employees who are actively aiming to expand the skills can independently select for themselves necessary rates.

The solution Workforce Optimization creates reports on passing of rates and recommends further actions, allowing to estimate learning efficiency and to reveal any remained spaces in knowledge.

2018: July updating

Avaya Holdings Corp company. On July 12, 2018 submitted the next version of the Avaya Workforce Optimization software product with an expanded set of the functions and tools designed to provide quality improvement of service, efficiency of employees and security of data.

The provided release, according to developers, will allow the companies to optimize the processes of customer interaction according to existing and requirements of such industry regulations as General Data Protection Regulation (GDPR) and also to adapt to all changes of regulations.

The updated Avaya Workforce Optimization solves one of key tasks which the companies and their clients around the world — security and confidentiality of data face. Following the European requirements of GDPR, Avaya optimized possibilities of security of record, storage, processing, archiving and protection personal data consumers.

Among the main opportunities of the provided release there is Avaya Workforce Optimization:

• Increase in operational efficiency and accuracy means of speech analytics of real time – voice calls can be analyzed in real time for the purpose of identification of the interesting key word and phrases for operational correction of interaction.
• Increase in level of customer satisfaction and employees – supervisors and quality managers have more opportunities for training and the organization of personnel thanks to automated control systems for the quality accelerating rating assessment of the employee through different forms.
• Increase in level of confidentiality and compliance to requirements of regulators – the enterprises can safely write, archive and protect personal data using enciphering with key length of 256 bits, the principles of the Payment Card Industry Security (PCI) standard, identification and tagging of data, identification of situations of consent/disagreement on personal data processing according to approaches of GDPR.