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

Contact Analyzer provides detailed, flexible, customizable contact center reporting that complements Avaya Call Management System summary level reports. This application captures call data for individual transactions. Access to this data provides specific insights into many aspects of contact center performance beyond the information available in existing summary level reports. With Contact Analyzer, you can generate detailed reports such as Callers on Hold, Executive Complaints, and Outbound Calling. In addition, reports can be customized for requirements not met by standardized reports.

Avaya Desktop Wallboard is a reporting solution that empowers agents by keeping them informed of contact center performance levels, messages, and instant notifications from administrators. Multiple scrolling marquees display dynamic information gathered from multiple sources including Avaya Call Management System, Avaya IQ, Avaya Operational Analyst, and the Desktop Wallboard database. Contact center professionals view real-time performance data and instant messages directly on their workstations.

Whether agents work on-site or remotely, they can view real-time reporting for any metrics their centers utilize—including average answer and talk time, time in queue, and calls abandoned. These numbers appear via a scrolling message marquee on an agent’s desktop display, and can also include information like individual performance measurements and objectives, and personalized motivational messages. This kind of rapid feedback gives supervisors powerful tools to improve the performance and productivity of the entire center.

The Avaya IQ contact center unified reporting and analytics platform consolidates data from Avaya customer service solutions and enterprise business resources, to deliver real-time and historical insights into both customer and agent activity. Avaya IQ reports on inbound and outbound calls, time spent in self service, as well as email and web chat sessions.

Avaya IQ provides hundreds of standard reports, including dashboards that support cross-tab, drill down, and roll up for easy analytics. Customers can easily create their own reports or customize existing reports. These outputs let managers relate activity to results, allowing them to make more informed decisions that maximize contact center efficiency and the customer experience.

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.

Enterprises often record calls and meetings to check for quality assurance and compliance to standards. Avaya makes it easy to analyze recorded content with our advanced phonetic speech tools that identify key words and phrases in audio recordings. Avaya Speech Analytics searches and tags keywords and phrases you’ve identified, compiling the information you need to make informed decisions and take action.

Analyze recordings of your contact center calls, conference calls, client meetings, employee sessions, and more. Use Avaya Speech Analytics to monitor your customers’ experiences in contacting you for both purchases and problem resolutions. Assure that agents are adhering to any required scripts or workflows. Get critical insights into how to improve customer relations.

Go beyond the contact center when you analyze recordings to check your company’s compliance with industry regulations or corporate security requirements. For example, insurers may need to tell buyers they have up to 14 days to cancel a purchase, financial analysts may need to notify clients about transaction processing times, and medical entities must comply with HIPPA requirements.

Avaya Aura® 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. You not only obtain a better understanding of customer satisfaction and dissatisfaction, but you receive the business intelligence that helps  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 Avaya Aura® Workforce Optimization solution suite provides a deeper and more meaningful look at customer interactions.