Driving smarter engagement with latest Avaya/Verint 15.1 release
Simplified user experience and advanced analytics help to transform Workforce Optimisation
Version 15.1 of the Avaya/Verint Customer Experience platform represents a significant step forward for the industry’s leading enterprise Workforce Optimisation solution. Designed specifically to help organisations respond to the challenges of omnichannel customer engagement, key highlights of the latest Avaya/Verint Workforce Optimisation and Customer Analytics release include much smarter engagement, real-time guidance support, as well as enhancements to improve employee productivity.
Groundbreaking user interface for smarter engagement
With a completely new user interface, Avaya/Verint 15.1 offers a streamlined experience and easier navigation across the complete Workforce Optimisation and Customer Analytics portfolio. A single customisable environment displays interactions across channels, enabling smarter engagement – effectively providing a true unified WFO approach as opposed to multiple discrete applications.
The latest release also features significant advances in analytics, with speech analytics offering a more intelligent, faster and more accurate way to analyse calls and interactions through automated theme identification. This offers new levels of insight out-of-the-box, reducing the potential for missed insights that can happen with manual categorisation. The 15.1 release also provides reliable, serviceable and scalable recording and archiving for omnichannel interactions.
Enhanced real-time guidance to drive next best actions
With Workforce Optimisation and Customer Analytics, organisations will benefit from real-time guidance that helps both agents and contact centre management to react more effectively during customer interactions.
Version 15.1 features an integrated voice biometrics capability that helps identify fraudsters and authenticate customers at the beginning of an interaction – reducing the need for agents to ask lengthy identification questions. Additionally, customer analytics and notifications provide agents with validated next-best action recommendations to help improve the overall service experience in real time during calls.
Enabling a continuous cycle of performance improvement
Innovations in Version 15.1 also help organisations to better manage quality and costs in their customer service and engagement operations. Highlights include a unified quality management application for both agents and team leaders that makes self-evaluations easier, a more intuitive, personalised interface that opens up single-click access to all agent performance and training history for immediate context when evaluating staff, as well as integrated performance management plans for more structured agent performance development.
Team leaders can also take advantage of milestones based on scores from select KPIs to help improve employee performance and productivity.