Avaya offers new customer engagement solution


Avaya announced a new customer engagement solution, the Workforce Optimization Select, targeting midsize companies.

The Santa Clara, California-based company said its new solution gives the operational intelligence needed to enhance contact center performance.

According to the company, Workforce Optimization Select generates relevant and timely insights into the customer experience.

It also helps to improve agent performance, agent loyalty, and customer satisfaction with targeted coaching plans and eLearning courses.

“Avaya Workforce Optimization Select enables us to record 100% of our outgoing and incoming calls and then, when needed, quickly find these customer interactions to properly address customer disputes and validate customer payment promises,” said Jeff Kerslake, President at Common Collection Agency.

“If you’re a medium-sized business and you want a workforce optimization solution that delivers enterprise-like workforce optimization capabilities at a price point that will not break your budget, then you should choose Avaya Workforce Optimization Select,” Kerslake further said.

In the second quarter, Avaya’s contact center revenue grew 8 percent, cloud & managed services revenue rose 7 percent, and fabric networking solutions revenue increased over 20 percent in Q2.

However, total revenue fell 9 percent to $904 million in the second quarter of 2016. The drop in Avaya revenue was due to decrease in demand for unified communications products.

The US-based technology company made a net loss of $103 million in Q2 2016 against a net loss of $22 million in Q2 2015.

In March, the company said it has helped Yanmar America to improve its call center quality and to boost company morale. Yanmar America’s call center and call reporting functions were non-existent, making it hard for the company to provide post-sales customer support.