Reporting and Analytics
« Avaya Products
« Product Catalog
Call Management System
Designed for businesses with complex contact-center operations and high call volume,
Call Management System is a database, administration, and reporting application
to help businesses identify operational issues and take immediate action to solve
them.
Using a familiar Windows interface, call center managers can view data and receive
customized threshold and exception alerts, all in real time. They can also view
historical reports to help them analyze trends, establish performance benchmarks,
and plan new marketing or customer-service campaigns. These reports can be easily
customized to suit the needs of the business. With easy access to real-time and
historical data, managers can make faster, better informed decisions, for more effective
contact-center operations
IQ
The IQ contact center reporting and analytics platform consolidates real-time data
from Avaya customer-service solutions and enterprise business resources, to deliver
insights into both customer and agent activity. It provides highly customizable
reports, including dashboards that support cross-tab, drill down, and roll up for
easy analytics. These outputs let managers relate activity to results, allowing
them to make better-informed decisions that maximize contact-center efficiency.
Avaya IQ product brief
Operational Analyst
The Operational Analyst software environment allows multi-channel contact centers
to analyze performance data—both real-time and historical information—across multiple
sites and vendor platforms. It includes a centralized Customer Interaction Repository
that gives supervisors and business managers full access to transaction and interaction
histories across voice, Web, email, and other media. Standard report packages provide
actionable details and summaries that span multiple locations and communication
channels.
Operational Analyst brochure
Workforce Optimization
Workforce Optimization helps businesses balance efficiency and effectiveness by
using the contact center as a strategic resource. This analytics-driven offering
lets organizations capture, analyze, and act on information to improve workforce
performance, customer interactions and customer service processes.
With this end-to-end offering, companies can uncover trends and discover why certain
employee and customer behavior is occurring. Not only does Workforce Optimization
provide a better understanding of customer satisfaction and dissatisfaction, it
gives businesses intelligence to improve operational efficiency.
Processes that were cumbersome and caused dissatisfaction can be easily identified
and modified. Agents who are not getting the proper training or assisting customers
appropriately can be identified and coached. The Workforce Optimization solution
suite provides a deeper and more meaningful look at customer interactions.
Contact Recording and Quality Monitoring
By automatically forecasting staffing requirements to meet call volumes and automating
agent scheduling, Workforce Management ensures that businesses have the right workforce,
with the right skills, to better serve customers.
Workforce Management
By automatically forecasting staffing requirements to meet call volumes and automating
agent scheduling, Workforce Management ensures that businesses have the right workforce,
with the right skills, to better serve customers.
Speech Analytics
Speech Analytics categorizes and analyzes call content surfacing trends, which allow
for root-cause analysis and identification of problems such as customer satisfaction
and dissatisfaction.
Customer Feedback Surveys
Customer Feedback Surveys allow businesses to directly obtain feedback from a customer
at the close of a contact.
Contact Recording and Quality Monitoring
This intuitive application helps supervisors manage contact center performance.
Contact Recording provides the recording, search, playback and storage of voice
interactions. Quality Monitoring captures and synchronizes the on-screen activity
of the agent with the voice recording and provides a number of contact center agent
coaching and performance tools.
« Avaya Products
« Product Catalog