Elevate workplace experiences, regardless of location, with Avaya.
In today’s dynamic business landscape, where contact centers increasingly support remote work, ensuring seamless performance and customer satisfaction is key. Whether in-office or at home, employees need robust tools to collaborate effectively and deliver outstanding customer experiences.
Nurture high performance teams.
Continue monitoring and measuring employee activities and customer interactions—coaching employees effectively from anywhere.
Capture desktop activity to get visibility into employee off-phone activities, application usage, processes, and schedule adherence.
Automate the entire quality management process from scoring evaluations to assigning coaching.
Enable supervisors to promote consistent customer experiences by listening to customer calls.
Create a connected environment.
Make the work-from-home experience the same as in-office, including ready access to information and resources.
Enable employees to easily reach into the organization to access subject matter experts when needed.
Simplify forecasting and staff scheduling.
Increase employee collaboration by providing all employees with anytime-anywhere access to important schedule information, along with capabilities for requesting schedule changes.
Use gamification to build and sustain employee engagement.
Harness the power of AI.
Empower remote agents with the most current knowledge and insights to drive better customer experiences.
Increase first contact resolution by delivering relevant, contextual information to employees and customers.
Use a powerful suite of AI tools such as, AI Agent Assist, Translation and Transcription, Automated Wrap Up, and more to increase employee performance in real time.
The Avaya remote contact center:
Working remotely raises unique challenges for your contact center team. Follow Avaya’s three key strategies to ensure success with your remote working model.
Solution capabilities
Artificial Intelligence
A suite of AI tools that assist agents in real-time, that analyzes customer interactions in real time, monitors customer intent, and sentiment to drive better outcomes.
Measure performance
Increase supervisor capacity, drive employee performance and consistency in customer interactions by automating the entire quality monitoring process.
Monitor desktop usage
Monitor remote desktop usage to understand how employees are spending their time. Acquire visibility into day-to-day operations, identify process bottlenecks and best practices.
Knowledge management
Equip customers with better self-help tools and serve contextual knowledge documents to employees while they are speaking with customers to increase customer satisfaction and first call resolution.
Simplify staffing
Reduce costs by accurately forecasting and producing employee schedules across voice and non-interactions. Empower employees to use mobile devices to see KPIs and request schedule changes.
Gamification
Tie employee and team goals to incentives. Apply game mechanics to engage staff, communicate goals, measure and acknowledge achievements, inspire collaboration, and motivate teams..
Subject matter experts
Boost customer experience and increase first contact resolution by bringing experts from outside the contact center into customer interactions.
Live monitoring
Help supervisors continually promote a more consistent and reliable customer experience by listening to customer calls and, when needed, join the customer conversation.
Speech analytics
Automatically surface intelligence from recorded calls. Sophisticated analytics identifies, groups, and organizes spoken words and phrases into themes to help reveal trends and areas of opportunity or concern.
