Using Avaya Workforce
Engagement to Enhance Your CX
Your contact center is one of your most important resources—you will want to do everything you can to keep it operating at peak performance, consistently delivering the customer experience critical to your success while also complying with a growing number of legal requirements contained in laws such as the European Union’s General Data Protection Regulation (GDPR).
In the past, many enterprises relied on point solutions to optimize their contact center operations, employing different applications to address specific challenges, such as shift scheduling or recording calls for compliance.
But as customer experience strategies grow in importance and scale, at the same time becoming more omnichannel and more regulated, this kind of siloed approach typically proves inadequate.
As a result, many organizations are replacing older, single-purpose applications with integrated workforce engagement solutions specifically designed to deliver the following:
- Holistic Omnichannel Support: Enabling comprehensive optimization of
performance and quality across a wide range of customer experience channels
- Advanced Analytics: Providing advanced tools, such as speech analytics,
to gain critical insights into performance and trends
- Process Automation: Streamlining operations using preprogrammed
trigger points and application linkages to automatically generate alerts
and corrective actions, including agent training
- Compliance: Addressing key requirements of data privacy laws such as
GDPR by providing data tagging, encryption, and other tools that can
help avoid noncompliance penalties
Learn more by downloading the full whitepaper to the right.