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

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Avaya Workforce Optimization Select.

Gather, Measure, and Analyze Your Customer Interactions.


Improve Agent Performance and the Customer Experience You Deliver.



• Generate relevant and timely insights into the customer experience you’re delivering. Capture and analyze voice and non-voice customer interactions with a scalable, flexible, and secure recording platform designed for midsize businesses. See where your service is excellent and where to make changes.
• Define and deliver a consistent customer experience that meets your goals and your customers’ expectations. Leverage interaction data to determine enhancements to service processes, policies, and agent practices.
• Improve agent performance, agent loyalty, and customer satisfaction with targeted coaching plans and eLearning courses that help improve agent knowledge, efficiency, and productivity.



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Monitor and Record Customer Interactions.
Voice and non-voice recordings are essential content for assessing the quality of customer interactions and gaining a better understanding of the entire customer journey. Avaya provides a variety of options for inbound and outbound call recording and screen captures. View customer interactions from beginning to end while watching and listening to synchronized call and screen recordings. Real-time, web-based silent live monitoring lets authorized users listen to agent calls, look at agent desktops in real time, record calls on demand, add comments, and flag calls for evaluation.

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Evaluate and Improve Agent Performance. Efficient, effective agent performance is the foundation of successful contact center operations. Gather and analyze voice, email, and web chat interactions. Evaluate agent performance—identify performance deviations, skill gaps, and deficiencies. Deliver training that helps agents improve their knowledge, efficiency, and productivity. Build personalized agent training programs using quality and performance data from Avaya Workforce Optimization Select and other call center applications. Upload and assign e-learning courses and employ end-of-course quizzes to help ensure knowledge transfer.

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Measure Performance Improvements.

Our powerful analytics engine seamlessly integrates with the quality management module. Define KPIs and create customizable role-based scorecards, dashboards, and reports. Measure the performance of agents, teams, and lines of business supported by your contact center. Scorecards display top- and bottom-performing agents and drill-down capabilities let you see skill gaps that can be addressed with targeted coaching and training.

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Conserve Budget by Optimizing Staff.

Add an optional Workforce Management application to help forecast demand, schedule and manage staff, and report on operations. This feature-rich application is from Teleopti, a leading global Workforce Management vendor. The application leverages an advanced forecast algorithm to help contact centers accurately forecast and optimize staffing—not only for the day, but also for the week, month, quarter, season or year across all interaction channels.



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