Avaya Launches Workforce Optimization Select

Avaya today released Avaya Workforce Optimization Select, a contact center solution specially designed for midsized firms.

Avaya Workforce Optimization Select enables midsized companies to do the following:

  • Achieve contact center objectives with a workforce optimization platform that delivers enterprise capabilities at a price made for midsized company budgets;
  • Capture and analyze voice and non-voice customer interactions with a scalable, flexible, and secure recording platform;
  • Leverage interaction data to determine enhancements to service processes, policies, and agent practices; and
  • Improve agent performance, agent loyalty, and customer satisfaction with targeted coaching plans and eLearning courses that help improve 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. The solution represents the first Avaya-branded offering  from the KnoahSoft acquisition in 2015.

"Midsized 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. 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," said Karen Hardy, senior director of customer engagement solutions at Avaya, in a statement.