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Reporting and Analytics

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Call Management SystemCall 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


IQIQ

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 AnalystOperational 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 OptimizationWorkforce 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.


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