• Avaya Analytics
  • Call Management
  • Workforce Optimization
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Avaya Analytics

Avaya Analytics is an omni-channel based reporting solution that takes events from your call center and allows you to create a suite of omni-channel real time and historical reports.
Avaya Analytics provides operational reporting for end to end customer journey. Using Avaya Analytics, Supervisors can analyse current trends within the contact center across all interaction types. Avaya Analytics provides multi-channel Real-Time and Historical reporting out of the box on contact center performance through a single interface for both Real-Time and Historical reporting. Custom reporting ability permits users to create their own reports.

Call Management System

Have greater insight into the performance of agents and your voice-channel contact center, enable your supervisor to make better decisions and necessary adjustments to improve operations to enhance services for both customers and agents.
With Call Management System, you can view real-time information and see the immediate results of adjustments. Supervisors have access to real-time and historical reports to help them effectively manage the performance of their personnel.

Workforce Optimization

•Full time-time enterprise screen & call recording, tagging and archiving
•Understand why customers are calling using content-driven dashboards and reporting
•Plan, forecast, and schedule employees to match workloads.
•Automatically surface insights from recorded calls to act quickly and intelligently
•Reveal essential insights for pinpointing cost drivers, trends, and opportunities
​The Avaya Workforce Engagement product portfolio unifies Contact Recording, Quality Monitoring, eLearning, Coaching, Performance Scorecards, Workforce Management, Speech Analytics, Desktop and Process Analytics, and Customer Feedback within a single user interface with centralized administration and reporting.