Avaya AuraWorkforce Optimization or AAWO is defined on Avaya‘s web site as an “analytics-driven offering that lets organizations capture, analyze and act on information to improve workforce performance, customer interactions and customer service processes.” How can your company benefit from utilizing this product?
AAWO accomplishes these objectives by extracting information and automating certain tasks through four essential functions:
Contact Recording and Quality Monitoring: this feature provides a supervisor with the ability to record, search, play back and store the voice interactions and on-screen activity between agents and customers. If verbal communication issues are detected, the system can offer coaching and performance tools to remedy the situation
Workforce Management: by reviewing call volume information and analyzing it, the system is able to automatically forecast staffing requirements to meet times of high and low call volumes, which leads to more efficient agent scheduling
Speech Analytics: this tool is able to categorize and analyze call content trends, which can determine customer satisfaction and dissatisfaction. Sophisticated word detection engines and data mining algorithms identify specific word and phrase mentions and provide quantifiable results which can be compiled to improve contact center performance
Customer Feedback Surveys: This tool allows businesses to immediately receive comments directly from a customer at the close of a contact. The agent and call identifiers allow supervisors to specifically address any issues that are raised and customer scores can be correlated to individual agents
The purpose of AAWO is to Reduce Operational Costs by ensuring that contact centers are not over-staffed, Improve Agent Performance and Productivity through automated coaching and scoreboard assessments and Increase Customer And Employee Satisfaction and Retention.