Avaya delivers cloud workforce management for contact center
.png)
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
-
- Senior Cyber Security Analyst / Engineer. Exclusive role
- United Kingdom
- 75000
-
Senior Cyber Security Analyst / Engineer. Exclusive role Hybrid role- Travel to London once a month. ROLE Day to day operations, management and scalability of existing cyber security systems. Advanced triaging and troubleshooting security alerts. Improve tooling, reducing false positives. Improve processes and documentation Reviewing, approving, escalating security change management requests. Implementing new cyber security systems. Managing of and maturing security tooling such as; SIEM Vulnerability management Firewalls Patch management CASB Ideal technical experience Vulnerability Management: Qualys Forcepoint: CASB, DLP, web security, email security Microsoft Defender for Endpoint SIEM (Splunk) Firewalls: Cisco, Palo Alto, Juniper, Sonicwall IDS: Alert Logic Microsoft Cloud App Security Microsoft Azure ManageEngine ADAudit Plus Darktrace, Cloudflare, Cisco Umbrella, Imperva WAF Appreciation of ISO27001, GDPR, PCI, etc
-
- Security Operations Senior Technical Analyst, Financial Services. Exclusive to DCL Search
- London
- 75000 + benefits
-
Exclusive Security Operations - Senior Technical Analyst (x2) needed within a forward thinking financial services business head quartered in London. DCL Search have been engaged on an Identifier Project to attract the very best cyber talent to this business. Influence the cyber security capability and direction within the business. Learn new skills working within a collaborative team. Grow as a security professional. ROLE Triaging and troubleshooting security alerts. Improve tooling, reducing false positives. Improve processes and documentation Reviewing, approving, escalating security change management requests. Day to day operations, management and scalability of existing cyber security systems. Implementing new cyber security systems. Managing of and maturing security tooling such as; SIEM Vulnerability management Firewalls Patch management CASB Ideal technical experience Vulnerability Management: Qualys Forcepoint: CASB, DLP, web security, email security Microsoft Defender for Endpoint SIEM (Splunk) Firewalls: Cisco, Palo Alto, Juniper, Sonicwall IDS: Alert Logic Microsoft Cloud App Security Microsoft Azure ManageEngine ADAudit Plus Darktrace, Cloudflare, Cisco Umbrella, Imperva WAF Appreciation of ISO27001, GDPR, PCI, etc 2 days a fortnight in London- or more if you want.. Hybrid reworking.
-
- It's Pen Testing Chris, but not as we’ve know it.
- United Kingdom
- 95000
-
5 reasons, as long as you are a skilled penetration tester (and a nice person) this may be different enough for you. Healthy package for the right talents- before you ask up to 95k+ (depending on skillset). Yes permanent only. Remotely based with the occasional time to meet up- unless you enjoy retiring from society. BUT UK based but not UK client focused. Research and training time- A dedicated trainer with budget for you to sharpen / develop skills. You can make your stamp. It’s a new role for someone technical to deliver, lead and shape a testing capability. No political shenanigans etc Exclusive to DCL Search and not one of the usual names. So you can dramatically increase your chances of securing it. Infrastructure pen testing and Web app / Manual penetration testing experience highly valued. Someone that can scope, deliver pen testing, report and not be useless in front of clients. Apply today to find out more. Or email Chris.Holt@dclsearch.com Or call 07884666351 This is a UK based role.
-
- Ping Contractor-
- N/A
- Depends on skills and experience
-
Looking for experienced PIng Consultants, Looking for consultant with Implemenation or Architect experience in the Ping product set (Ping Identity, Ping Federate, Ping Access, Ping Directory, Ping Adapter development, SDK etc) This would be for implementation projects, working across UK. You will be responsible for providing implementation services to our clients from information gathering through to implementation. Evaluating client business, process, systems, and technology requirements and advise clients on best practices to help guide and solidify proposed designs. Manage Client expectations, Stakeholder Managment, ensuring design Matches business requirements