Avaya Introduces Workforce Optimisation Suite

Avaya has today introduced a new version of the Avaya Workforce Optimisation 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).

IDC research commissioned by Avaya found that employee productivity is a key driver of digital transformation – a necessary step that sets the groundwork through which enterprises are better prepared to achieve the higher revenue growth associated with a better customer experience. While optimising the customer experience and service delivery is critical to winning and keeping business, only 28 percent of companies believe they integrate customer communications with fulfillment and delivery extremely well.

“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,” said Chris McGugan, Avaya SVP, Solutions and Technologies. “Customer experience is a function of fully integrated, customer-facing, efficient and effective workforce support and back office 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 Optimisation 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.

“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.”

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David Dungay

Editor - Comms Business Magazine