Avaya Updates Workforce Optimization Suite



Avaya today introduced a new version of the Avaya Workforce Optimization suite with a series of new features and tools to help companies transform customer engagement and comply with industry regulations, such as the European Union's new General Data Protection Regulation (GDPR).

"While more and more companies understand that providing a great customer experience is good business, many have a long way to go to bringing all the parts together that make that a reality" said Chris McGugan, Avaya's senior vice president of solutions and technologies, in a statement. "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."

Driven by GDPR requirements, Avaya strengthened data privacy with the newest features to help securely record, process, archive, and protect customers' personal data.

Other notable features in the latest Avaya Workforce Optimization release include the following:

  • Real-time speech analytics, allowing calls to be monitored in real time to detect words and phrases of interest and to drive interactions;
  • Automated quality management, speeding scoring for some or all questions on evaluation forms;
  • Advanced encryption for compliance with the Payment Card Industry Data Security Standards; and
  • Data identification and tagging to identify consent/no consent situations to help ensure compliance with GDPR.