Avaya Launches Workforce Optimization Select Suite to Deliver Personalized Digital Experience for SMBs

SANTA CLARA, CA: Avaya, a provider of customer & team engagement solutions, announces a new customer engagement solution ‘Workforce Optimization Select’ that focuses on offering midsized businesses an affordable, simple to deploy, and intuitive alternative that enables a wide range of insights into the customer experience.

Avaya workforce optimization select gives companies the capability to capture and analyze voice and non-voice customer interactions with a scalable, flexible, and secure recording platform. The platform helps to determine whereexcellent service is delivered as well as pinpoint situations where changes are necessary. By leveraging interaction data, these previously underserved organizations can make informed decisions on enhancements to service processes, policies, and agent practices. The platform with targeted coaching plans and eLearning courses helps in improving agent knowledge, efficiency, and productivity.

Avaya Workforce Optimization Select seamlessly integrates with Avaya IP Office Contact Center, Avaya Contact Center Select and Avaya Aura Contact Center.

“Midsize companies are very savvy about the role technology can play to manage and improve their business, but are equally sensitive to its price and complexity,” says Karen Hardy, Senior Director, Customer Engagement Solutions, Avaya. “Avaya Workforce Optimization Select offers the advanced capabilities enterprises want and the total cost of ownership that midsize businesses need while delivering the experiences that customers demand.”