Avaya brings in new version of its Workforce Optimization Suite

Avaya has introduced a new version of its Workforce Optimization suite, which improves service quality, operational and employee productivity and data privacy with a series of new features and tools. This major software release helps companies transform customer engagement and comply with existing and emerging industry regulations such as the General Data Protection Regulation (GDPR).

“While more and more companies understand that providing a great customer experience is good business, many have a long way to go to bringing all the parts together that make that a reality,” says Chris McGugan, Avaya SVP, Solutions and Technologies. “Customer experience is a function of fully integrated, customer-facing, efficient and effective workforce support and backoffice processes. Avaya Workforce Optimization helps ensure that the employees engaged in service delivery meet the standard of excellence that customers expect and deserve, and helps drive business profitability and growth.”

Avaya Workforce Optimization also addresses a key concern of enterprises and customers around the world today: securing personal data and keeping it private. Driven by the European GDPR requirements, Avaya strengthened data privacy with the newest features to help securely record, process, archive, and protect customers’ personal data to reach compliance goals.

Other notable features in the latest Avaya Workforce Optimization release enable enterprises to:

· Improve operational effectiveness and accuracy with real-time speech analytics: Calls can be monitored in real-time to detect words and phrases of interest and to drive interactions to better outcomes.

· Improve customer and employee satisfaction: Supervisors and quality managers become better coaches and improve employee engagement through automated quality management, speeding scoring for some or all questions on evaluation forms.

· Improve data privacy and regulatory compliance: Enterprises can safely record, archive and protect personal data through advanced, 256-compliant encryption, Payment Card Industry Security (PCI), data identification and tagging and identify consent/no-consent situations to help ensure GDPR compliance.

“Our quality assurance staff can now quickly adjust to customer needs,” said Michael Lazarus, Information and Communication Technology (ICT) Manager, HomeChoice. “If people struggle to access something on our website or think that a feature is not user-friendly, we hear about it immediately from calls, surveys, and quality assurance scores, and can start to implement the desired changes straightaway. Because we are able to provide better service, our customers are even more satisfied than before.”