© 2009 avaya inc. all rights reserved. avaya aura tm workforce optimization solution overview
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© 2009 Avaya Inc. All rights reserved.
Avaya AuraTM
Workforce Optimization
Solution Overview
© 2009 Avaya Inc. All rights reserved.
Avaya AuraTM Workforce Optimization is…
The right workforce
…with the right skills
…doing the right things
…and doing them really well
…to achieve corporate objectives.
© 2009 Avaya Inc. All rights reserved.
Avaya AuraTM WFO Drives Customer Experience Management
WorkforceOptimizationStrategy
The Customer Centric Company
WithAnalytics
Who are they?
Why are theycalling?
Why do theyleave?
Do they likethe new product?
How are ourcompetitorstargeting them?
What do they like and dislike about our processes?
© 2009 Avaya Inc. All rights reserved. 4
© 2009 Avaya Inc. All rights reserved. 5
Market Fact 2: Customer Interactions are Changing
Percent of Respondents
Source: Webtorials Editorial/Analyst Division , McKinsey
‣ Voice is 2x cost other channels, but other channels have lower customer satisfaction
‣ >50% of self service interactions still require a high cost agent
NEW interaction channels are emerging and expanding beyond contact centre
‣ Expectation of end users ‣ To reach business how and
when they want to ‣ Consistent experience
across channels‣ Customer care organization
challenges‣ Increasing customer
satisfaction of lower cost channels
‣ Staffing and managing new channels appropriately
0% 20% 40% 60% 80%
Voice (agent interaction)
Voice (self service)
Fax
Web Self Service
SMS
Web Chat
Video
Social Media
IM20122010
© 2009 Avaya Inc. All rights reserved. 6
Market fact 3 :Customer Satisfaction risks are increasing:Customers easily Defect!
82% leave either because of product dissatisfaction or indifference through people or processes
Source: CEO Perspectives by R.P. Cooley
Why Customers Defect:
1% Die
3% Move away
5% Develop other relationships
9% Leave for the competition
14% Leave because of dissatisfaction with product/service
68% Leave because they encountered an
attitude of indifference as they were being served!
Do we really understand why?Do we really understand why?
© 2009 Avaya Inc. All rights reserved.
In the Eye of the Storm
Finance: Reduce Expenses
Customer: Give me answers
… quickly
CEO: Grow revenue and
market share
Employees:Meet my needs too
Marketing: Launch our new campaign
Contact Center
© 2009 Avaya Inc. All rights reserved. 8
Customer Experience Management Challenges
As the primary touch point with customers, contact centers experience challenges in four key areas:
– Processes — Manual, time-consuming; performed in silos; focused on internal requirements instead of customer convenience
– Information — Housed in multiple (and sometimes unconnected) systems; difficult to access, compile, and interpret
– Collaboration — Sporadic (or no) communication among functional groups; “turf wars;” little awareness of what other departments do or how they affect the customer and company goals
– People — Employee churn + lack of consistent training + multiple shifts, sites, and communication channels = diminished service
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© 2009 Avaya Inc. All rights reserved.
Avaya AuraTM WFO Solves the Customer Experience Challenge
An integrated solution that provides:– Intelligence to quickly identify
processes that are cumbersome or cause dissatisfaction
– Information in a single data source on customer interactions, quality, trends, and performance management
– A collaborative environment for agents, supervisors, and the broader enterprise to improve the customer experience
– Employee training and coaching to increase customer satisfaction
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© 2009 Avaya Inc. All rights reserved.
e-Learning
Quality Monitoring
CustomerFeedback
Mgmt
Speech Analytics
Coaching&
DPA
ContactRecording
Workforce Management
ForecastingScheduling
Scorecards
Workforce Optimization 10.x – Core Applications
Avaya Branded– Contact Recording– Quality Monitoring– Workforce Management– Scorecards– eLearning– Coaching (with 10.1)
Vendor Branded– Customer Feedback– Speech Analytics– Desktop & Process
Analytics – DPA (with 10.1)
Contact Centers can select applications depending on business need
Avaya AuraTM
Workforce Optimization
10AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement
© 2009 Avaya Inc. All rights reserved.
Workforce Optimization is a Journey
L1
L2
L3
L4Focus upon productivity;
Basic technology stack
ACD
Call recording
Silent monitoring
Many Spreadsheets
Focus on Quality defined internally;
Skill Routing;
Quality Monitoring
Scorecards
Workforce Management
Focus on Customer Service as a competitive advantage;
eLearning
Speech Analytics
Customer Feedback
Focus on Enterprise Customer Centricity;
Root cause analysis
Business process analysis
Extension of WFO into Back Office
Contact Center Maturity
© 2009 Avaya Inc. All rights reserved.
En
terp
rise V
alu
e
Analytics-Driven WFO
Traditional WFO
Manage Risk and Ensure Compliance
Quality Monitoring
WFM
eLearning
OperationalEffectiveness
CustomerExperience
Agent/CenterPerformance
Compliance andLiability
Complexity of Objective
Performance Mgt
Customer Feedback
Speech Analytics
Data Analytics
Contact Recording
Record, Store &
Playback
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© 2009 Avaya Inc. All rights reserved.13
Why Record Calls?
Comply with regulations, protect from fraud
Improve agent security, morale and performance
Resolve disputes, increase customer satisfaction and loyalty
Boost revenues and profitability
Obtain customer and competitive insight
© 2009 Avaya Inc. All rights reserved.
Software-based, scalable recording for small-to-enterprise accounts
Supports SIP/IP/TDM/analog endpoints & trunks
Encryption to aid Payment Card Industry (PCI) compliance
Centralized or decentralized search and replay
Sophisticated and flexible archive management
“Tag” or classify calls with user-defined labels for simplified search and replay
Multiple recording ‘modes’ supported on one platform
ACR 1st release benefits from exclusive application-specific licensing
– For customers with CM 5.1+/AES 4.2.2+, no need to license TSAPI/DMCC.
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© 2009 Avaya Inc. All rights reserved.
ACR Recording Options
100 %, Full Time recording
Agent controlled start/stop
Live call monitoring
Additional Recording Modes
Meeting recording
Executive recording
On-demand recording
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PRESS RECORD HERE
This portion of the call is recorded
On-Demand
© 2009 Avaya Inc. All rights reserved.
Strategic Application for Contact Centers
Quality MonitoringEn
terp
rise V
alu
e
Analytics-Driven WFO
Traditional WFO
Record, Store &
Playback
Quality Monitoring
WFM
eLearning
OperationalEffectiveness
CustomerExperience
Agent/CenterPerformance
Compliance andLiability
Complexity of Objective
Performance Mgt
Customer Feedback
Speech Analytics
Data Analytics
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© 2009 Avaya Inc. All rights reserved.
Assess agent performance
– Evaluate multimedia calls and application use
– Rules-based recording
– Live Monitor
– Easy to create evaluation forms
Recording supported for wide range of contact center needs
– Inbound and outbound calls
– Phone, email, webchat
Integrated with Performance Management and eLearning
Optional Contact Visualizer analyzes recordings
ASD for designing solutions
AE Services Trusted License (no need to buy TSAPI or DMCC RTU)
Quality Monitoring Capabilities
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© 2009 Avaya Inc. All rights reserved.
Easy to Use and Intuitive
Rules-based recording easy to set up
– Random
– Schedule-based
– Event-based
Easy playback of recorded sessions
Evaluation forms are simple to create and auto-populate with information
Reduces admin & training costs
Evaluation screens are easily created and modified
Searches are easy to perform
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© 2009 Avaya Inc. All rights reserved.
Quality Monitoring Improves Training
Enhance Training Content– Use recordings to develop eLearning
about best practices
– Improve coaching with agent recordings
Identify Training Needs– Evaluations identify eLearning and
coaching needs
– Evaluations assess training effectiveness
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© 2009 Avaya Inc. All rights reserved.
En
terp
rise V
alu
e
Analytics-Driven WFO
Traditional WFO
Record, Store &
Playback
Quality Monitoring
WFM
eLearning
OperationalEffectiveness
CustomerExperience
Agent/CenterPerformance
Compliance andLiability
Complexity of Objective
Performance Mgt
Customer Feedback
Speech Analytics
Data Analytics
WFM includes eLearning and Performance Management
Workforce Management (WFM)
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© 2009 Avaya Inc. All rights reserved.
Preferences
Schedule needs
Vacations
Consistent and fair processes
Participate in WFM process
Communication and information sharing
CostsCreate optimal schedules
Accurate forecasting
Precise resource scheduling
Minimal over/under staffing
Optimized use of overtime
Customer Retention and Business GrowthEnhance customer experience
Minimize crisis management
Provide decision support & management tools
Communicate effectively
Differentiate through service
Premier service for premier and profitable customers
WFM Answers Key Challenges
Employee Satisfaction
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© 2009 Avaya Inc. All rights reserved.
Workforce Management is MoreThan Just Forecasting and Scheduling
Workforce Management
– Sophisticated and flexible techniques for accurate forecasts and schedules
– Patented algorithms targeted at inbound and/or outbound scheduling that manage unique differences in call activity
– Individual Skill and proficiency-based scheduling
– Advanced Adherence management tools
– ‘What-If’ scenarios with Agent Profiles (Phantom agents)
Strategic Planning
– Long term strategic planning – Trending and Special Event handling
Unique Workforce Optimization Integrations
– Unified Interface
– Scheduling of eLearning
– Drill to Interaction from Adherence and Scorecards
– Quality Scores in Scheduling22
© 2009 Avaya Inc. All rights reserved.
Individual agent skill and proficiency Single, multi, virtual and outsourced
sites Inbound and Outbound Multi-media – phone, e-mail, & chat Back Office work Outsourcer coordination Events and training Powerful work patterns and rules Multi-week scheduling Agent-defined preferences Easy to use ASD for designing solutions
Optimize Forecasts and Schedules
Outbound Service Level goals are easy to set23
© 2009 Avaya Inc. All rights reserved.
Performance Management is key to getting to the next level
Performance Management En
terp
rise V
alu
e
Analytics-Driven WFO
Traditional WFO
Record, Store &
Playback
Quality Monitoring
WFM
eLearning
OperationalEffectiveness
CustomerExperience
Agent/CenterPerformance
Compliance andLiability
Complexity of Objective
Performance Mgt
Customer Feedback
Speech Analytics
Data Analytics
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© 2009 Avaya Inc. All rights reserved.
Avaya eLearning Components
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Content Producer:– Create custom, targeted eLearning clips from recorded interactions– Produce interactive content in a few hours with basic PC skills
Lesson Management–Assign online learning sessions to agents or groups–Deliver eLearning directly to agent’s desktop=–Reports demonstrate agent completion stats, scores, transcripts and adherence to learning breaks.–Automated pop-ups notify agents of learning break times–Learning break assignments info sent to Avaya WFM scheduler–Replace desk drops with online notification and announcement of new information
Competency-Based Learning–All of the above features, plus automated assignment and delivery of eLearning content to agents based on performance in Avaya Quality Monitoring evaluations!
© 2009 Avaya Inc. All rights reserved.
Scorecards Deliver Visibility and Trigger Actions
Performance Management
Views for agents, supervisors, managers and executives
Choose from full range of KPIs (key performance indicators) to design your center’s scorecards
Trends are easy to see
Compare performance against goals
Show info from Quality Monitoring Package too!
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© 2009 Avaya Inc. All rights reserved.
Customer Feedback & Speech Analytics deliver the Why factor!
Analytics Driven WFOEn
terp
rise V
alu
e
Analytics-Driven WFO
Traditional WFO
Record, Store &
Playback
Quality Monitoring
WFM
eLearning
OperationalEffectiveness
CustomerExperience
Agent/CenterPerformance
Compliance andLiability
Complexity of Objective
Performance Mgt
Customer Feedback
Speech Analytics
Data Analytics
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© 2009 Avaya Inc. All rights reserved.
Customer Feedback
Easy to use, standalone IVR (will port to Avaya Voice Portal in a future release)
How it works:
– Customer calls Contact Center
– At end of call, two options:– Agent asks for feedback and transfers caller to
automated Customer Feedback system– Program “return vector destination” in VDN to auto
transfer upon agent disconnect (blind transfer)
– CF System asks dynamic questions about the customer interaction
– Customer uses keypad to provide feedback
– Customer can also leave verbatim feedback
– Business acts on real-time feedback through alerts
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© 2009 Avaya Inc. All rights reserved.
Customer Feedback: Easy to use
Easy to record IVR questions
No IT intervention required
Easy to modify questions
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Companies LOVE the ease of use!!!Companies LOVE the ease of use!!!
© 2009 Avaya Inc. All rights reserved.
Customer Experience ManagementGetting a Complete View of the Customer Experience
Bring insights to the surface from interactions that would otherwise be ignored
EVALUATEDEVALUATEDFORFOR
AGENTAGENTQUALITYQUALITY
SPEECH SPEECH ANALYTICS & ANALYTICS & CUSTOMER CUSTOMER
FEEDBACK FEEDBACK
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© 2009 Avaya Inc. All rights reserved.
Speech and Data Analytics
Customer Complaints
Change policy
Technician didn’t show
Activity fees
Wrong information
Brings the root cause of key business issues to the surface
– Continuously mines all calls surfacing top drivers
– No need to predefine terms or reprocess calls
– Non-categorized calls are used as a reference group delivering true root cause for every category or search results
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© 2009 Avaya Inc. All rights reserved.
Speech Analytics Address Key Contact Center Pains
VendorVendorManagementManagement
Why Are MyWhy Are MyCustomers Customers
Calling?Calling?
Website Password Issues Website Password Issues Company Saves Op Ex by IdentifyingCompany Saves Op Ex by IdentifyingImprovements to SiteImprovements to Site
Back-office Claims Process Back-office Claims Process LaggingLagging
Timeline Clarification Improves FCR Timeline Clarification Improves FCR from 60% to 70% from 60% to 70%
Marketing Offers Too ComplicatedMarketing Offers Too Complicated Agents Required to Read ScriptsAgents Required to Read Scripts
Less Complicated Scripts and Agent Less Complicated Scripts and Agent Retraining Increases Sales by 18% Retraining Increases Sales by 18%
Dissatisfaction with Specific Dissatisfaction with Specific Financial Products, Rather Than Financial Products, Rather Than Company PerformanceCompany Performance
Agent Training in Cross-Selling Agent Training in Cross-Selling Improves Customer Retention Rates Improves Customer Retention Rates
Products Require Special TrainingProducts Require Special Training Delivers Specific Product Delivers Specific Product
Calls to SupervisorsCalls to Supervisors
Smart Inbox Increases Quality Smart Inbox Increases Quality Monitoring Efficiency by 500%Monitoring Efficiency by 500%
Vendor Failing to Ship Customer Vendor Failing to Ship Customer Welcome KitWelcome Kit
Agents Clarify Timeline with Agents Clarify Timeline with Customers Customers
SalesSalesEffectivenessEffectiveness
First Contact First Contact ResolutionResolution
FocusedFocusedQualityQuality
CustomerCustomerRetentionRetention
Root Cause IdentifiedIdentified ResultsResults
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© 2009 Avaya Inc. All rights reserved.33
© 2009 Avaya Inc. All rights reserved.
Avaya Aura™ Workforce Optimization 10.1New Content Overview
SIP Recording with Avaya AuraTM Contact Center (AACC) Merged AAWFO 10.0 + NES CRQM 7.0 Recorder software streams Enhanced OS Support
– ACR support for either UC/CC environments (RedHat Linux 5.4 for CM, Windows 2008 for NES CS1000/2100*)– QM desktop application support for Windows 7 and Internet Explorer 8
Full-Time Screen Recording (FTSR) option with ACR
Avaya G13 language localization for QM app User Interface (UI) + On-Line Help (OLH)
Two new Supervisor and Agent Desktop applications:– Performance Management Coaching (Avaya-branded)
– Desktop and Process Analytics (Vendor-branded)
Additional new feature highlights– QM application GUI refresh (easier to use)
– Ability to extract copies of recordings & present via new HTML player interface
– Temporary ACR license key now available beyond the current 5-day limitation
– Upload recordings to more than one Viewer
– Exclude/block recording of calls originating from specific pre-defined area codes
Enable Channel Partners to build services business of their own* NES CS2100 support timing tbd
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© 2009 Avaya Inc. All rights reserved.
SIP Recording with Avaya AuraTM Contact Center
Drive your business performance by increasing the efficiency of your Contact CenterDrive your business performance by increasing the efficiency of your Contact Center
AACC SIP Recording –Provide bulk and selective audio recording for all incoming calls to the SIP CC that pass through the Avaya Aura Contact Center (AACC) and held in conference by Media Server
–AAWFO 10.1 for CM/MBT environment (Dec 2010)
–AAWFO 10.1.1 for CS1000* environment (March 2011)
AACC Hybrid Recording ACR works in a hybrid mode so that it can use both
– MAS-based SIP CC recording for inbound calls– CM (AES DMCC/TSAPI) or CS1000/CS2100 (AML/MLS) for non-SIP recording
of agent-to-agent calls and outbound from agent’’s personal DNFull functioning Quality Monitoring (QM) for computer screen recordings and have the KPI & score carding tools to improve agent performance using DMCC or AML
SIP solution
SIP solution
Hybrid solution
Hybrid solution
Agent extension +
outbound recording, and QM
Agent extension +
outbound recording, and QM
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© 2009 Avaya Inc. All rights reserved.
Merged Avaya & NES CRQM Software Streams
• Reduces my system's complexity and maintenance costs
• All data migrated / upgraded from previous QM, WFM, Scorecards, Coaching and Learning applications releases
• WFO recorder product that will serve my Avaya or NES heritage UC and CC environment
• Products are merged into one ACR that can support either classic Avaya CM or classic NES CS1K
Five Key Solution
Areas
Avaya NES • Reduce support costs• Data from previous
ACR 10.0 and NCR 7.0 to be migrated/upgraded.
Avaya NES
© 2009 Avaya Inc. All rights reserved.
Full-Time Screen Recording (FTSR)
Screen Capture:
– Full-time computer (FTC) screen recording of my agent’s desktop
– All PC activity is recorded in addition to the voice interaction
– Viewer interface is enhanced to accommodate search & replay recorded screen interactions
– The ACR solution has been enhanced to accommodate centralized search and replay of voice and screen interactions as well as centralized archiving
– Support for environments that have implemented Payment Card Industry (PCI) standards (i.e. Pause/Resume functionality)
37
© 2009 Avaya Inc. All rights reserved.
Avaya Aura™ Workforce Optimization 10.1Quality Monitoring Application G13 Localization
QM app software User Interface (UI) and On-Line Help (OLH) with G13 localization!!!
ACR app software to again include G13 plus Arabic & Dutch localization for UI and OLH
WFM app software is G13 localized
AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement
38
© 2009 Avaya Inc. All rights reserved.
Avaya Contact Recorder
CM environment – Support new installations on RedHat Enterprise Linux (RHEL) Release 5.4, 32-bit
CS environment– NES CS1000/2100* environment Microsoft Windows 2008 Server R1 or R2, 64-
bit, Standard and Enterprise Editions
The release notes for each version always contain the most up to date OS support info
Other AAWFO Applications
QM and WFM client desktops– Microsoft Windows 7 and Internet Explorer 8
Application Servers– Same requirements as AAWFO 10.0 MS Windows 2003 and SQL 2003, 32-bit.
Avaya Aura™ Workforce Optimization 10.1OS Support Enhancements
* NES CS2100 support timing tbdAVAYA CONFIDENTIAL
Provided only under Non Disclosure Agreement39
© 2009 Avaya Inc. All rights reserved.
Avaya Aura™ Workforce Optimization 10.1Desktop and Process Analytics
Solution Description Benefits
Desktop Application Tracker
• Capture employee desktop application activities• Compare against employee’s scheduled
activities
• Comprehensive management view of employee adherence
• Lowers cost of operations
Advanced Desktop Analytics
• Define and detect application events to measure workload.
• Tag data to recorded interactions• Stop/Start/Recording Control.• Capture and analyze application activity.• Report on individual + aggregate application
usage
• Use desktop info to better schedule required # employees to meet service level.
• Enhance compliance with privacy regulations, by avoiding the capture of sensitive customer information.
• Reduce liability, by recording select interactions and tagging relevant screen information for easy retrieval later.
• Identify and correct inefficient and inappropriate application usage
Strategic Desktop and Process Analytics
• Everything in Advanced, plus the following• Define specific processes, then track volume and
status of workflow in each• Use sequences of trigger data and application
usage patterns • Graphically depict the actual steps that agents
follow in the applications on their desktops as they complete a specific process or task
• Enhance agent performance, with visibility into off-phone activities and processes of employees / workflow.
• Improve agent productivity, by using data from actual interactions to reduce cycle times and help close the gap between top and bottom performers.
AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement
40
© 2009 Avaya Inc. All rights reserved.
License enabled – Optional add-on Automatic / Manual generation of coaching sessions based on skill gaps Native integration with Perf Mgmt, Scorecards, QM, eLearning and WFM Coaching sessions gather input and activity of both coach and trainee
Avaya Aura™ Workforce Optimization 10.1Performance Management Coaching
Coach and trainee have time necessary for sessions to occur through integration with WFM.
A wide variety of attachment types can be used to support coaching sessions
AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement
41
© 2009 Avaya Inc. All rights reserved.
Avaya Aura™ Workforce Optimization 10.0 A Few Unique Differentiators vs. The Competition
Feature: AES Application-Specific Licensing*Benefits: No need to configure and pay for separate DMCC & TSAPI licenses
Simpler design and less costly * pre-requisite is CM 5.1 + AES 4.2.2 (or newer of
each)
Features: Skill Synchronization and Skill Assignments + Reserve AgentsBenefits: More efficiently meet service level targets
Deliver higher quality of service
Feature: Suite of special interfaces between Avaya CMS & OA reporting / admin apps & WFM Benefits: Agent forecasting and scheduling efficiencies
CC manager productivity enhancements
Feature: Suite of special interfaces between Avaya Proactive Contact dialer app and WFM with patented outbound algorithms to manage the intricacies of outbound calling & scheduling
Benefits: Provides more comprehensive reporting data
More intelligent agent scheduling
Feature: Suite of special interfaces between Avaya Proactive Contact dialer app and WFM with patented outbound algorithms to manage the intricacies of outbound calling & scheduling
Benefits: Provides more comprehensive reporting data
More intelligent agent scheduling
Workforce Management
Contact Recording
AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement
42
© 2009 Avaya Inc. All rights reserved.
Avaya Aura™ Workforce OptimizationOur Customer Value Proposition
A complete unified WFO solution– Unique to Avaya
– Not available from any other vendor
In the DNA of Avaya AuraTM Contact Center
Available through Avaya Partners, or Direct from Avaya
– Fully supported by Avaya Sales and Services organizations
43
Investment Protection with Future Releases– Unique native integration with Avaya Unified Communications, Avaya
Aura TM, Avaya AuraTM Contact Center, Performance Center, Agent Desktop, Control Manager, Voice Portal, and Proactive Contact
– Support for IP, TDM and SIP environments
– A common recording solution for ALL Avaya customers, i.e., new, Avaya-heritage or NES-heritage
AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement
© 2009 Avaya Inc. All rights reserved.
Avaya Advisory ServicesAvaya Advisory ServicesFormulating a clear plan with predictable business outcomes
Services: Ensuring Value & Success
Business Communications Advisory Services
Identify and qualify business improvement communication strategies
•Identify business requirements through structured discovery & review •Unite business needs and technical capabilities•Align with key stakeholders
Prioritizes an architectural roadmap which delivers cost savings to help fund future technology investments•Assess and prioritize business needs•Discover and quantify cost savings opportunities•Implement and measure
Self-Funded RoadmapTechnical Advisory
Services
Technical support services, including architecture design reviews, network migration analysis, and more•Recommendation on design, approach and solutions that can deliver reliable and best-in-class capabilities
© 2009 Avaya Inc. All rights reserved.© 2009 Avaya Inc. All rights reserved. 45
End-to-End Avaya Services
Maximizing value with a comprehensive suite of services
Avaya Professional ServicesPlan, Design, IntegrateDrive business results with communications technology
Global Support ServicesSupportMaximize the value of your investment
Avaya Operations ServicesOperateHolistically manage your environment
© 2009 Avaya Inc. All rights reserved.
It’s Integrated • Unlike the competition, AAWFO does not require the separate
configuration and licensing of DMCC, TSAPI and CTI
It’s Fully-Backed by Avaya• Avaya is your sole vendor for WFO, from initial sale through to
installation and on-going support
It’s a Truly Unified Suite • Unlike the competition, AAWFO components share a single
database and common management GUI
It Grows with your Investment• Future releases of AAWFO will offer single sign-on, an integrated
workspace, and data/KPI sharing with Avaya Performance Center resulting in more accurate scheduling, more effective coaching and ultimately, a better customer experience
No Better Option for Avaya Contact Center Customers Who Wantto Extract Maximum Value from Current and Future Investments
Why Choose Avaya Aura™ Workforce Optimization?
46AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement
© 2009 Avaya Inc. All rights reserved.
Thank You!