Maximizing Efficiency and Enhancing Customer Experience with Avaya Workforce Management
May 3, 2023
As businesses continue to prioritize delivering exceptional customer experiences, organizations with contact centers face the challenge of managing their workforce effectively to meet increasing demands and ensure efficient operations. Contact centers play a crucial role in ensuring customer satisfaction—managing customer support employees effectively is essential for optimizing contact center operations and improving efficiency.
In close partnership with Verint, a global leader in customer engagement, Avaya, a leading provider of business communication solutions, has developed an innovative solution to address this challenge—the Avaya Workforce Management.
Streamlining Contact Center Workforce Management Operations
The Avaya Workforce Management is a cloud-based platform designed to help contact centers optimize their workforce and achieve operational excellence. By providing real-time insights into their operations, contact center managers can make data-driven decisions that lead to improved customer satisfaction, reduced costs, and increased efficiency.
Key features of the Avaya Workforce Management solutions include:
- Integration with the Avaya Experience Platform and the Avaya Enterprise Cloud for easy deployment and management.
- Real-time monitoring and analytics capabilities for quick identification of areas that require improvement.
- Powerful forecasting and scheduling tools that help to align staffing levels with demand fluctuations.
- Support for remote work and hybrid models, allowing contact centers to adapt to changing circumstances.
Driving Results with Knowledge Management and AI
There is a growing body of research that shows the positive impact of using a combination of workforce management, knowledge management and customer engagement solutions. For example:
- A study by Forrester Research found that organizations that use a combination of these solutions can improve customer satisfaction by up to 20%.
- Research by Gartner suggests that organizations that use AI-powered knowledge management solutions can reduce the time it takes to resolve customer issues by up to 50%.
- And a report by IDC states that organizations who use cloud-based customer engagement solutions can save up to 30% on their customer support costs.
By leveraging these powerful tools that are offered in combination with the Avaya Workforce Management, contact centers can drive even greater results and deliver a superior customer experience. Some key benefits of this approach include:
- Improved accuracy and efficiency in issue resolution and customer support.
- Reduced operational costs through optimized staffing levels and streamlined workflows.
- Increased employee engagement and satisfaction through improved training and development opportunities.
Join Avaya at the Upcoming Verint Engage Conference
Avaya will be showcasing its workforce management solution at the upcoming Verint Engage conference, which takes place in Las Vegas, NV, on June 12-15, 2023. This is an excellent opportunity to see the solution in action and learn more about its benefits. Attendees will have the chance to:
- Visit Avaya’s booth for a live demo of the Avaya Workforce Management capabilities.
- Attend our informative breakout session to learn more about how to bring innovation to your contact center operations and modernize customer experience with cloud-based workforce management solutions without disruption.
- Network with industry peers and gain valuable insights into the latest trends and best practices in contact center workforce operations management.
Don’t miss this chance to discover how Avaya can help you streamline your operations and deliver an exceptional customer experience.