The new version of the Avaya Workforce Optimization suite improves service quality, operational and employee productivity and data privacy with a series of new features and tools. This software release from Avaya Holdings Corp. helps companies transform customer engagement and comply with existing and emerging industry regulations such as the General Data Protection Regulation (GDPR).
“Customer experience is a function of fully integrated, customer-facing, efficient and effective workforce support and back office processes. Avaya Workforce Optimization helps ensure that the employees engaged in service delivery meet the standard of excellence that customers expect and deserve, and helps drive business profitability and growth,” said Chris McGugan, Avaya SVP, Solutions and Technologies.
In an IDC research commissioned by Avaya, it was found that employee productivity is a key driver of digital transformation. While optimizing the customer experience and service delivery is critical to winning and keeping business, only 28 percent of companies believe they integrate customer communications with fulfillment and delivery extremely well.
Avaya Workforce Optimization also addresses a key concern of enterprises and customers around the world today: securing personal data and keeping it private. Driven by the European GDPR requirements, Avaya strengthened data privacy with the newest features to help securely record, process, archive, and protect customers’ personal data to reach compliance goals.
“Our quality assurance staff can now quickly adjust to customer needs,” said Michael Lazarus, Information and Communication Technology (ICT) Manager, HomeChoice. “If people struggle to access something on our website or think that a feature is not user-friendly, we hear about it immediately from calls, surveys, and quality assurance scores, and can start to implement the desired changes straightaway. Because we are able to provide better service, our customers are even more satisfied than before.”
The latest Avaya Workforce Optimization release enable enterprises to improve operational effectiveness and accuracy with real-time speech analytics meaning calls can be monitored in real-time to detect words and phrases of interest and to drive interactions to better outcomes. Now, enterprises can safely record, archive and protect personal data through advanced, 256-compliant encryption, Payment Card Industry Security (PCI), data identification and tagging and identify consent/no consent situations to help ensure GDPR compliance.
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