Avaya AuraTM
Workforce Optimization
Solution Overview
© 2009 Avaya Inc. All rights reserved.
Avaya AuraTM Workforce Optimization is…
The right workforce
…with the right skills
…doing the right things
…and doing them really well
…to achieve corporate objectives.
© 2009 Avaya Inc. All rights reserved.
Avaya AuraTM WFO Drives
Customer Experience Management
The Customer Centric Company
Who are they?
Why are they
calling?
Why do they
leave?
Do they like
the new
product?
Workforce
Optimization
Strategy
With
Analytics
How are our
competitors
targeting them?
What do they
like and dislike
about our
processes?
© 2009 Avaya Inc. All rights reserved.
© 2009 Avaya Inc. All rights reserved.
4
Market Fact 2:
Customer Interactions are Changing
IM
NEW interaction
channels are emerging
and expanding beyond
contact centre
2012
Social Media
2010
Video
Web Chat
SMS
Web Self Service
‣ Expectation of end users
Fax
‣ To reach business how and
Email
Voice (self service)
Voice (agent interaction)
0%
20%
40%
60%
Percent of Respondents
80%
‣ Voice is 2x cost other channels,
but other channels have lower
customer satisfaction
‣ >50% of self service interactions
still require a high cost agent
when they want to
‣ Consistent experience
across channels
‣ Customer care organization
challenges
‣ Increasing customer
satisfaction of lower cost
channels
‣ Staffing and managing new
channels appropriately
Source: Webtorials Editorial/Analyst Division , McKinsey
© 2009 Avaya Inc. All rights reserved.
5
Market fact 3 :
Customer Satisfaction risks are increasing:
Customers easily Defect!
82% leave either because
of product dissatisfaction or
indifference through people or
processes
Source: CEO Perspectives by R.P. Cooley
Why Customers Defect:

1%
Die

3%
Move away

5%
Develop other
relationships

9%
Leave for the competition

14%
Leave because of
dissatisfaction with
product/service

68%
Leave because they
encountered an attitude
of indifference as they
were being served!
Do we really understand why?
© 2009 Avaya Inc. All rights reserved.
6
In the Eye of the Storm
CEO:
Grow revenue and
market share
Employees:
Meet my needs too
Contact Center
Customer:
Give me answers
… quickly
Finance:
Reduce Expenses
Marketing:
Launch our new campaign
© 2009 Avaya Inc. All rights reserved.
Customer Experience
Management Challenges
 As the primary touch point with customers, contact centers
experience challenges in four key areas:
–
Processes — Manual, time-consuming; performed in silos; focused on internal
requirements instead of customer convenience
– Information — Housed in multiple (and sometimes unconnected)
systems; difficult to access, compile, and interpret
– Collaboration — Sporadic (or no) communication among functional
groups; “turf wars;” little awareness of what other departments do or
how they affect the customer and company goals
– People — Employee churn + lack of consistent training + multiple
shifts, sites, and communication channels = diminished service
8
© 2009 Avaya Inc. All rights reserved.
8
Avaya AuraTM WFO Solves the Customer
Experience Challenge
 An integrated solution that provides:
– Intelligence to quickly identify
processes that are cumbersome or
cause dissatisfaction
– Information in a single data source on
customer interactions, quality, trends,
and performance management
– A collaborative environment for agents,
supervisors, and the broader enterprise
to improve the customer experience
– Employee training and coaching to
increase customer satisfaction
© 2009 Avaya Inc. All rights reserved.
9
Workforce Optimization 10.x – Core Applications
 Avaya Branded
– Contact Recording
– Quality Monitoring
e-Learning
– Workforce Management
– Scorecards
– eLearning
Workforce
– Coaching (with 10.1)
Management
Forecasting
 Vendor Branded
Scheduling
– Customer Feedback
– Speech Analytics
– Desktop & Process
Analytics – DPA (with 10.1) Scorecards
 Contact Centers can select
applications depending on
business need
AVAYA CONFIDENTIAL
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Coaching
&
DPA
Speech
Analytics
Avaya AuraTM
Workforce
Optimization
Customer
Feedback
Mgmt
Contact
Recording
Quality
Monitoring
© 2009 Avaya Inc. All rights reserved.
10
Workforce Optimization is a Journey
Focus upon
productivity;
Basic
technology
stack
Focus on
Quality defined
internally;
L4
Skill Routing;
Quality
Monitoring
L3
Scorecards
ACD
Call recording
Silent
monitoring
Many
Spreadsheets
L1
Workforce
Management
Focus on
Enterprise
Customer
Centricity;
L2
Focus on
Customer
Service as a
competitive
advantage;
eLearning
Speech
Analytics
Root cause
analysis
Business
process
analysis
Extension of
WFO into Back
Office
Customer
Feedback
Contact Center Maturity
© 2009 Avaya Inc. All rights reserved.
Contact Recording
Manage Risk and Ensure Compliance
Analytics-Driven WFO
Data
Analytics
Speech
Analytics
Customer
Feedback
Enterprise Value
Traditional WFO
Performance
Mgt
eLearning
WFM
Quality
Monitoring
Record,
Store &
Playback
Compliance and
Liability
Agent/Center
Performance
Customer
Experience
Operational
Effectiveness
Complexity of Objective
© 2009 Avaya Inc. All rights reserved.
12
Why Record Calls?
Comply with regulations, protect
from fraud
Improve agent security, morale
and performance
Resolve disputes, increase
customer satisfaction and loyalty
Boost revenues and profitability
Obtain customer and
competitive insight
13
© 2009 Avaya Inc. All rights reserved.
Avaya Contact Recorder (ACR) Overview
 Software-based, scalable recording for small-to-enterprise accounts
 Supports SIP/IP/TDM/analog endpoints & trunks
 Encryption to aid Payment Card Industry (PCI) compliance
 Centralized or decentralized search and replay
 Sophisticated and flexible archive management
 “Tag” or classify calls with user-defined labels for simplified search
and replay
 Multiple recording ‘modes’ supported on one platform
 ACR 1st release benefits from exclusive application-specific licensing
– For customers with CM 5.1+/AES 4.2.2+, no need to license
TSAPI/DMCC.
© 2009 Avaya Inc. All rights reserved.
14
ACR Recording Options
 100 %, Full Time recording
Additional Recording Modes
 Agent controlled start/stop
 Meeting recording
 Live call monitoring
 Executive recording
 On-demand recording
On-Demand
PRESS RECORD HERE
This portion of the
call is recorded
© 2009 Avaya Inc. All rights reserved.
15
Quality Monitoring
Strategic Application for Contact Centers
Analytics-Driven WFO
Data
Analytics
Speech
Analytics
Customer
Feedback
Enterprise Value
Traditional WFO
Performance
Mgt
eLearning
WFM
Quality
Monitoring
Record,
Store &
Playback
Compliance and
Liability
Agent/Center
Performance
Customer
Experience
Operational
Effectiveness
Complexity of Objective
© 2009 Avaya Inc. All rights reserved.
16
Quality Monitoring Capabilities
 Assess agent performance
– Evaluate multimedia calls and application use
– Rules-based recording
– Live Monitor
– Easy to create evaluation forms
 Recording supported for wide range of contact center needs
– Inbound and outbound calls
– Phone, email, webchat
 Integrated with Performance Management and eLearning
 Optional Contact Visualizer analyzes recordings
 ASD for designing solutions
 AE Services Trusted License (no need to buy TSAPI or DMCC RTU)
© 2009 Avaya Inc. All rights reserved.
17
Easy to Use and Intuitive
Reduces admin & training costs
 Rules-based recording easy to set up
– Random
– Schedule-based
– Event-based
 Easy playback of recorded sessions
 Evaluation forms are simple to create
and auto-populate with information
 Evaluation screens are easily created
and modified
 Searches are easy to perform
© 2009 Avaya Inc. All rights reserved.
18
Quality Monitoring Improves Training
 Enhance Training Content
– Use recordings to develop eLearning
about best practices
– Improve coaching with agent recordings
 Identify Training Needs
– Evaluations identify eLearning and
coaching needs
– Evaluations assess training effectiveness
© 2009 Avaya Inc. All rights reserved.
19
Workforce Management (WFM)
WFM includes eLearning and Performance Management
Analytics-Driven WFO
Data
Analytics
Speech
Analytics
Customer
Feedback
Enterprise Value
Traditional WFO
Performance
Mgt
eLearning
WFM
Quality
Monitoring
Record,
Store &
Playback
Compliance and
Liability
Agent/Center
Performance
Customer
Experience
Operational
Effectiveness
Complexity of Objective
© 2009 Avaya Inc. All rights reserved.
20
WFM Answers Key Challenges
Customer Retention and
Business Growth
Employee Satisfaction
Enhance customer experience
Preferences
Minimize crisis management
Schedule needs
Provide decision support &
management tools
Vacations
Consistent and fair
processes
Communicate effectively
Differentiate through service
Participate in WFM
process
Premier service for premier
and profitable customers
Communication and
information sharing
Costs
Create optimal schedules
Accurate forecasting
Precise resource scheduling
Minimal over/under staffing
Optimized use of overtime
© 2009 Avaya Inc. All rights reserved.
21
Workforce Management is More
Than Just Forecasting and Scheduling
Workforce
Management

Workforce
Management
– Sophisticated and flexible techniques for accurate forecasts and schedules
– Patented algorithms targeted at inbound and/or outbound scheduling that
manage unique differences in call activity
– Individual Skill and proficiency-based scheduling
– Advanced Adherence management tools
– ‘What-If’ scenarios with Agent Profiles (Phantom agents)
Strategic
Planning

Strategic
Planning
– Long term strategic planning – Trending and Special Event handling

Unique
Workforce
Optimization
Integrations
Unique
Workforce
Optimization
Integrations
– Unified Interface
– Scheduling of eLearning
– Drill to Interaction from Adherence and Scorecards
– Quality Scores in Scheduling
© 2009 Avaya Inc. All rights reserved.
22
Optimize Forecasts and Schedules

Individual agent skill and proficiency

Single, multi, virtual and outsourced
sites

Inbound and Outbound

Multi-media – phone, e-mail, & chat

Back Office work

Outsourcer coordination

Events and training

Powerful work patterns and rules

Multi-week scheduling

Agent-defined preferences

Easy to use

ASD for designing solutions
Outbound Service Level goals are easy to set
© 2009 Avaya Inc. All rights reserved.
23
Performance Management
Performance Management is key to getting to the next level
Analytics-Driven WFO
Data
Analytics
Speech
Analytics
Customer
Feedback
Enterprise Value
Traditional WFO
Performance
Mgt
eLearning
WFM
Quality
Monitoring
Record,
Store &
Playback
Compliance and
Liability
Agent/Center
Performance
Customer
Experience
Operational
Effectiveness
Complexity of Objective
© 2009 Avaya Inc. All rights reserved.
24
Avaya eLearning Components
Content Producer:
– Create custom, targeted eLearning clips from recorded interactions
– Produce interactive content in a few hours with basic PC skills
Lesson Management
– Assign online learning sessions to agents or groups
– Deliver eLearning directly to agent’s desktop=
– Reports demonstrate agent completion stats, scores, transcripts and adherence to
learning breaks.
– Automated pop-ups notify agents of learning break times
– Learning break assignments info sent to Avaya WFM scheduler
– Replace desk drops with online notification and announcement of new information
Competency-Based Learning
– All of the above features, plus automated assignment and delivery of eLearning content
to agents based on performance in Avaya Quality Monitoring evaluations!
© 2009 Avaya Inc. All rights reserved.
25
Performance Management
Scorecards Deliver Visibility and Trigger Actions

Views for agents,
supervisors,
managers and
executives

Choose from full
range of KPIs
(key
performance
indicators) to
design your
center’s
scorecards

Trends are easy
to see

Compare
performance
against goals
Show info from Quality Monitoring Package too!
© 2009 Avaya Inc. All rights reserved.
26
Analytics Driven WFO
Customer Feedback & Speech Analytics deliver the Why factor!
Analytics-Driven WFO
Data
Analytics
Speech
Analytics
Customer
Feedback
Enterprise Value
Traditional WFO
Performance
Mgt
eLearning
WFM
Quality
Monitoring
Record,
Store &
Playback
Compliance and
Liability
Agent/Center
Performance
Customer
Experience
Operational
Effectiveness
Complexity of Objective
© 2009 Avaya Inc. All rights reserved.
27
Customer Feedback
 Easy to use, standalone IVR (will port to Avaya Voice
Portal in a future release)
 How it works:
– Customer calls Contact Center
– At end of call, two options:
– Agent asks for feedback and transfers caller to
automated Customer Feedback system
– Program “return vector destination” in VDN to auto
transfer upon agent disconnect (blind transfer)
–
CF System asks dynamic questions about the
customer interaction
–
Customer uses keypad to provide feedback
–
Customer can also leave verbatim feedback
–
Business acts on real-time feedback through alerts
© 2009 Avaya Inc. All rights reserved.
28
Customer Feedback: Easy to use
 Easy to record IVR
questions
 No IT intervention required
 Easy to modify questions
Companies LOVE the ease of use!!!
© 2009 Avaya Inc. All rights reserved.
29
Customer Experience Management
Getting a Complete View of the Customer Experience
Bring insights to the surface from interactions that would
otherwise be ignored
SPEECH
ANALYTICS
&
CUSTOMER
FEEDBACK
EVALUATED
FOR
AGENT
QUALITY
© 2009 Avaya Inc. All rights reserved.
30
Speech and Data Analytics
Brings the root cause of key
business issues to the
surface
Customer Complaints
Change policy
Technician didn’t show
– Continuously mines all calls
surfacing top drivers
– No need to predefine terms or
reprocess calls
– Non-categorized calls are used
as a reference group
delivering true root cause for
every category or search
results
Activity fees
Wrong information
© 2009 Avaya Inc. All rights reserved.
31
Speech Analytics
Address Key Contact Center Pains
Root Cause Identified
Why Are My
Customers
Calling?
Results
 Website Password Issues
 Company Saves Op Ex by Identifying
Improvements to Site
First Contact
Resolution
 Back-office Claims Process
Lagging
 Timeline Clarification Improves FCR
from 60% to 70%
Sales
Effectiveness
 Marketing Offers Too Complicated
 Agents Required to Read Scripts
 Less Complicated Scripts and Agent
Retraining Increases Sales by 18%
Customer
Retention
 Dissatisfaction with Specific
Financial Products, Rather Than
Company Performance
 Agent Training in Cross-Selling
Improves Customer Retention Rates
Focused
Quality
 Products Require Special Training
 Delivers Specific Product
Calls to Supervisors
 Smart Inbox Increases Quality
Monitoring Efficiency by 500%
Vendor
Management
 Vendor Failing to Ship Customer
Welcome Kit
 Agents Clarify Timeline with
Customers
© 2009 Avaya Inc. All rights reserved.
32
What’s new in the latest release of
Avaya AuraTM Workforce Optimization?
© 2009 Avaya Inc. All rights reserved.
33
Avaya Aura™ Workforce Optimization 10.1
New Content Overview
 SIP Recording with Avaya AuraTM Contact Center (AACC)
 Merged AAWFO 10.0 + NES CRQM 7.0 Recorder software streams
 Enhanced OS Support
– ACR support for either UC/CC environments (RedHat Linux 5.4 for CM, Windows 2008 for NES CS1000/2100*)
– QM desktop application support for Windows 7 and Internet Explorer 8
 Full-Time Screen Recording (FTSR) option with ACR
 Avaya G13 language localization for QM app User Interface (UI) + On-Line Help (OLH)
 Two new Supervisor and Agent Desktop applications:
–
Performance Management Coaching (Avaya-branded)
–
Desktop and Process Analytics (Vendor-branded)
 Additional new feature highlights
–
QM application GUI refresh (easier to use)
–
Ability to extract copies of recordings & present via new HTML player interface
–
Temporary ACR license key now available beyond the current 5-day limitation
–
Upload recordings to more than one Viewer
–
Exclude/block recording of calls originating from specific pre-defined area codes
 Enable Channel Partners to build services business of their own
* NES CS2100 support timing tbd
© 2009 Avaya Inc. All rights reserved.
34
SIP Recording with Avaya AuraTM Contact Center
Drive your business performance by
increasing the efficiency of your Contact Center
AACC SIP Recording
SIP
solution
– Provide bulk and selective audio recording for all incoming calls to the SIP CC that pass
through the Avaya Aura Contact Center (AACC) and held in conference by Media Server
– AAWFO 10.1 for CM/MBT environment (Dec 2010)
– AAWFO 10.1.1 for CS1000* environment (March 2011)
Hybrid
solution
Agent
extension +
outbound
recording,
and QM
AACC Hybrid Recording
ACR works in a hybrid mode so that it can use both
– MAS-based SIP CC recording for inbound calls
– CM (AES DMCC/TSAPI) or CS1000/CS2100 (AML/MLS) for non-SIP recording
of agent-to-agent calls and outbound from agent’’s personal DN
Full functioning Quality Monitoring (QM) for computer screen recordings and have the
KPI & score carding tools to improve agent performance using DMCC or AML
© 2009 Avaya Inc. All rights reserved.
35
Merged Avaya & NES CRQM Software Streams
• WFO recorder
product that will
serve my Avaya or
NES heritage UC
and CC
environment
• All data migrated /
• Reduces my system's
complexity and
maintenance costs
Avaya
• Products are merged
into one ACR that can
support either classic
Avaya CM or classic
NES CS1K
NES
upgraded from previous
QM, WFM, Scorecards,
Coaching and Learning
applications releases
• Reduce support costs
• Data from previous ACR
10.0 and NCR 7.0 to be
migrated/upgraded.
Five
Key Solution
Areas
Avaya
NES
© 2009 Avaya Inc. All rights reserved.
Full-Time Screen Recording (FTSR)
Screen Capture:
– Full-time computer (FTC)
screen recording of my agent’s
desktop
– All PC activity is recorded in
addition to the voice interaction
– Viewer interface is enhanced to
accommodate search & replay
recorded screen interactions
– The ACR solution has been
enhanced to accommodate
centralized search and replay of
voice and screen interactions as
well as centralized archiving
– Support for environments that
have implemented Payment
Card Industry (PCI) standards
(i.e. Pause/Resume
functionality)
© 2009 Avaya Inc. All rights reserved.
37
Avaya Aura™ Workforce Optimization 10.1
Quality Monitoring Application G13 Localization
 QM app software User
Interface (UI) and On-Line Help
(OLH) with G13 localization!!!
 ACR app software to again
include G13 plus Arabic &
Dutch localization for UI and
OLH
 WFM app software is G13
localized
AVAYA CONFIDENTIAL
Provided only under Non Disclosure Agreement
© 2009 Avaya Inc. All rights reserved.
38
Avaya Aura™ Workforce Optimization 10.1
OS Support Enhancements
Avaya Contact Recorder
 CM environment
–
Support new installations on RedHat Enterprise Linux (RHEL) Release 5.4, 32-bit
 CS environment
–
NES CS1000/2100* environment  Microsoft Windows 2008 Server R1 or R2,
64-bit, Standard and Enterprise Editions
 The release notes for each version always contain the most up to
date OS support info
Other AAWFO Applications
 QM and WFM client desktops
–
Microsoft Windows 7 and Internet Explorer 8
 Application Servers
–
Same requirements as AAWFO 10.0  MS Windows 2003 and SQL 2003, 32-bit.
* NES CS2100 support timing tbd
AVAYA CONFIDENTIAL
Provided only under Non Disclosure Agreement
© 2009 Avaya Inc. All rights reserved.
39
Avaya Aura™ Workforce Optimization 10.1
Desktop and Process Analytics
Solution
Desktop
Application
Tracker
Description
Benefits
management view of
• Capture employee desktop application activities • Comprehensive
employee adherence
• Compare against employee’s scheduled activities • Lowers cost of operations
• Use desktop info to better schedule
required # employees to meet
service level.
• Enhance compliance with privacy
regulations, by avoiding the capture
of sensitive customer information.
• Reduce liability, by recording select
interactions and tagging relevant
screen information for easy retrieval
later.
• Identify and correct inefficient and
inappropriate application usage
Advanced
Desktop
Analytics
• Define and detect application events to measure
workload.
• Tag data to recorded interactions
• Stop/Start/Recording Control.
• Capture and analyze application activity.
• Report on individual + aggregate application
usage
Strategic
Desktop
and
Process
Analytics
• Everything in Advanced, plus the following
• Enhance agent performance, with
• Define specific processes, then track volume and visibility into off-phone activities and
status of workflow in each
processes of employees / workflow.
• Use sequences of trigger data and application
• Improve agent productivity, by using
usage patterns
data from actual interactions to
reduce cycle times and help close
• Graphically depict the actual steps that agents
the gap between top and bottom
follow in the applications on their desktops as
performers.
they complete a specific process or task
AVAYA CONFIDENTIAL
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© 2009 Avaya Inc. All rights reserved.
40
Avaya Aura™ Workforce Optimization 10.1
Performance Management Coaching
 License enabled – Optional add-on
 Automatic / Manual generation of coaching sessions based on skill gaps
 Native integration with Perf Mgmt, Scorecards, QM, eLearning and WFM
 Coaching sessions gather input and activity of both coach and trainee
 Coach and trainee have
time necessary for
sessions to occur
through integration with
WFM.
 A wide variety of
attachment types can
be used to support
coaching sessions
AVAYA CONFIDENTIAL
Provided only under Non Disclosure Agreement
© 2009 Avaya Inc. All rights reserved.
41
Avaya Aura™ Workforce Optimization 10.0
A Few Unique Differentiators vs. The Competition
Contact Recording
Feature: AES Application-Specific Licensing*
Benefits:
No need to configure and pay for separate DMCC & TSAPI licenses
Simpler design and less costly
* pre-requisite is CM 5.1 + AES 4.2.2 (or newer of each)
Workforce Management
Features: Skill Synchronization and Skill Assignments + Reserve Agents
Benefits:
More efficiently meet service level targets
Deliver higher quality of service
Feature: Suite of special interfaces between Avaya CMS & OA reporting / admin apps & WFM
Benefits:
Agent forecasting and scheduling efficiencies
CC manager productivity enhancements
Feature: Suite of special interfaces between Avaya Proactive Contact dialer app and WFM with
patented outbound algorithms to manage the intricacies of outbound calling & scheduling
Benefits:
Provides more comprehensive reporting data
More intelligent agent scheduling
AVAYA CONFIDENTIAL
Provided only under Non Disclosure Agreement
© 2009 Avaya Inc. All rights reserved.
42
Avaya Aura™ Workforce Optimization
Our Customer Value Proposition
A complete unified WFO solution
– Unique to Avaya
– Not available from any other vendor
In the DNA of Avaya AuraTM Contact Center
Available through Avaya Partners, or Direct
from Avaya
– Fully supported by Avaya Sales and Services
organizations
Investment Protection with Future Releases
– Unique native integration with Avaya Unified Communications, Avaya
Aura TM, Avaya AuraTM Contact Center, Performance Center, Agent
Desktop, Control Manager, Voice Portal, and Proactive Contact
– Support for IP, TDM and SIP environments
– A common recording solution for ALL Avaya customers, i.e., new, Avaya-
heritage or NES-heritage
AVAYA CONFIDENTIAL
Provided only under Non Disclosure Agreement
© 2009 Avaya Inc. All rights reserved.
43
Services: Ensuring Value & Success
Avaya Advisory Services
Business Communications
Advisory Services
Identify and qualify business
improvement communication
strategies
•Identify business requirements
through structured discovery &
review
•Unite business needs and
technical capabilities
•Align with key stakeholders
Formulating a clear plan
with predictable business outcomes
Technical Advisory
Services
Technical support services,
including architecture design
reviews, network migration
analysis, and more
•Recommendation on design,
approach and solutions that
can deliver reliable and bestin-class capabilities
Self-Funded Roadmap
Prioritizes an architectural
roadmap which delivers cost
savings to help fund future
technology investments
•Assess and prioritize
business needs
•Discover and quantify cost
savings opportunities
•Implement and measure
© 2009 Avaya Inc. All rights reserved.
End-to-End Avaya Services
Maximizing value with a comprehensive suite of services
Avaya Professional Services
Plan, Design, Integrate
Drive business results with
communications technology
Global Support Services
Support
Maximize the value of your
investment
Avaya Operations Services
Operate
Holistically manage your environment
© 2009 Avaya Inc. All rights reserved.
45
Why Choose Avaya Aura™ Workforce Optimization?
No Better Option for Avaya Contact Center Customers Who Want
to Extract Maximum Value from Current and Future Investments
It’s Integrated
• Unlike the competition, AAWFO does not require the separate
configuration and licensing of DMCC, TSAPI and CTI
It’s Fully-Backed by Avaya
• Avaya is your sole vendor for WFO, from initial sale through to
installation and on-going support
It’s a Truly Unified Suite
• Unlike the competition, AAWFO components share a single
database and common management GUI
It Grows with your Investment
• Future releases of AAWFO will offer single sign-on, an integrated
workspace, and data/KPI sharing with Avaya Performance Center
resulting in more accurate scheduling, more effective coaching
and ultimately, a better customer experience
AVAYA CONFIDENTIAL
Provided only under Non Disclosure Agreement
© 2009 Avaya Inc. All rights reserved.
46
Thank You!
© 2009 Avaya Inc. All rights reserved.