Avaya delivers cloud workforce management for contact center
Avaya and Verint have begun offering cloud workforce management software for Avaya contact centers. The release is an unremarkable but essential step for Avaya as it starts what will be a yearslong process of moving contact center customers to the cloud.
Avaya has partnered with Verint to provide workforce management for 15 years. Avaya's contact center customers previously had no choice but to host that product in their data centers. The two vendors are now delivering the same capabilities from the cloud.
Workforce engagement software helps businesses monitor contact center agents by recording calls and desktop screens. It also typically assists in predicting when customer inquiries will be at their peak and schedule agents accordingly.
Avaya said the new cloud product, Avaya IX Workforce Engagement, would also help business improve the quality of agents by automatically scoring recorded conversations with customers and by scheduling and tracking coaching sessions based on those scores.
Avaya offers four packages, each with different combinations of these features. Businesses can pay extra for a customer feedback survey system and for a speech analytics platform that mines recorded calls for trends and abnormalities.
The move appears part of Avaya's initiative to revitalize its product portfolio, said Sebastián Menutti, analyst at Frost & Sullivan.
"Many organizations are looking to the benefits derived from cloud-based deployments, such as an Opex-based consumption model, flexibility and speed of deployment," he said. "For those organizations, Avaya now can offer their full [workforce engagement management] capabilities attached with the benefits of the cloud."
Genesys, a rival of Avaya in the contact center market, announced it had upgraded its cloud workforce engagement product with new AI tools in November. In particular, Genesys said it had developed a new forecasting and scheduling algorithm that was faster and more accurate than its previous product.
Genesys, Cisco and other contact center vendors have stepped up efforts to steal customers from Avaya in recent years amid Avaya's financial struggles, which culminated in a bankruptcy filing in early 2017. However, Avaya posted decent financials this year, including growth in its contact center businesses.
Avaya launched the new cloud workforce management system with Verint at its annual Engage user conference in Austin, Texas. The name of the product is part of a broader rebranding of Avaya's on-premises and cloud portfolio as Avaya Intelligent Xperiences, or Avaya IX.
Avaya is a market leader with 5.5 million contact center seats. But the vendor is still in the early stages of building out its cloud portfolio. The public-cloud contact center platform it acquired from Spoken Communications has just 42,000 seats.
Avaya will support deployments of its workforce management product in public and private clouds or a hybrid environment that mixes on-premises and cloud technologies.
source techtarget
Industry: Unified Communications News
Latest Jobs
-
- Head of CSOC (Cyber Security Operations Centre), London. Greenfield opportunity
- London
- £90,000+
-
CH7928 Identifier Project Head of CSOC (Cyber Security Operations Centre), London. Greenfield UNIQUE opportunity to establish, manage and grow a world class CSOC. Headquartered in the UK, the CSOC will grow and deliver cyber services into an international and underdeveloped market. As a greenfield site the Head of CSOC will be the first person on the ground to build a capability and team around them. The role will include, but not be limited to; Setting up and establishing a CSOC monitoring service using IBM QRadar and Palo Alto CORTEX XSOAR. Develop roadmap for future CSOC capabilities. Establish, develop processes, playbooks and use cases. Recruit, Build and train a specialist team. Build relationships with key clients- onboard and scale. The successful candidate must have experience working within / leading a technical Cyber Security monitoring capability. Technical experience working with IBM QRadar and Palo Alto CORTEX XSOAR will be highly beneficial, although other SIEM / Security Orchestration, Automation and Response tools are welcome as the skillset is transferable. This brings significant opportunity and welcomes creativity / best practice. Frequent travel to London office will be required. Chris.holt@dclsearch.com 07884666351
-
- Aruba Data Centre Network Engineer
- Berkshire
- Upto £500 a day
-
**Outside of IR35 contract** Aruba Data Centre Network engineer is required to start ASAP. You will be responsible for Data Center and Campus Network - Design and implementation of Aruba CX Switches, We are looking for an experienced data centre engineer who is happy to work remotely and autonomously Experience you will need to have, Solid Networking experience with good knowledge of -Routing & Switching - MP-BGP EVPN VXLAN, MPLS/VPLS, EIGRP, BGP, OSPF and Multicast, Experience with Aruba switches ideally the CX range Ideally SC cleared or able to become SC Cleared. This will be a 3 month rolling contract
-
- Network Engineer-
- London
- 65000 plus bonus
-
An exciting opportunity has arisen with a global financal business that are looking for an experienced Network engineer with strong Firewall experience in particular Checkpoint You will be responsible for help to support and manage the network infrastructure both LAN/ WAN And VPNs and will have a focus on network secuirty (Checkpoint firewall and Security controls) This is a multi-Site environment with few thousand end users, As the business is growing so is the network so great opportunity to join an expanding business that will help cross-train you in both cloud and onsite solutions. They are looking for a strong network engineer with a mix of expereience o Experience with Azure networking managing VNETs, ExpressRoute, VPNs and other Azure network features such as NSG/MS loadbalancer is required. Working with Check Point firewalls in Azure is desirable. o In-Depth understanding of networking fundamentals including: Network topology, Data Centre Infrastructure systems, Layer 2/Layer 3 Switching, VLANs, Routing, VPNs, High availability protocols. o Demonstrable hands-on experience with Meraki Switches and wireless infrastructure, Arista software, Forcepoint Proxy (would be a strongly desirable), Citrix Netscaler, and Forescout CounterACT Location can be flexible, they are looking for someone who would be happy to do a hybrid working model 3 days at home 2 days in the office.
-
- Technical Cyber Trainer, United Kingdom
- London
- 80,000
-
Technical Cyber Trainer, United Kingdom Cyber trainer needed to build a new cyber training capability to develop a team of international security analysts. Technical Cyber training experience is a MUST. Any experience delivering technical Blue team based training is highly desired. This is a UK based role. Able to travel to London on occasion- when required. Agile, flexible working. A technical background is highly desirable and prefered. The role Aid in the setup, fine tuning and on-going customisation of Technical Cyber Security’s training platform. CyberBit experience desirable. Design, develop and deliver the internal syllabus to train employees with low cybersecurity knowledge to become analysts. Manage, monitor, support and assess learners. Fine tuning training and bespoke development. Manage, monitor and assess SOC analysts. Support employees through their career. The ability to deliver remote training is essential. This is a UK based role. Able to travel to London on occasion- when required. Agile working. Apply today to find out more information. Chris.Holt@dclsearch.com +447884666351