GEC NEWS WIREAvaya introduced a new version of its Workforce Optimization suite, which improves service quality, operational and employee productivity and data privacy with a series of new features and tools. This major software release helps companies in the region to transform customer engagement and comply with existing and emerging industry regulations such as the General Data Protection Regulation (GDPR).
IDC research commissioned by Avaya found that employee productivity is a key driver of digital transformation – a necessary step that sets the groundwork through which enterprises are better prepared to achieve the higher revenue growth associated with a better customer experience. While optimizing the customer experience and service delivery is critical to winning and keeping business, only 28 percent of companies believe they integrate customer communications with fulfillment and delivery extremely well.
“Customer experience is a function of fully integrated, customer-facing, efficient and effective workforce support and back office processes. Avaya Workforce Optimization helps ensure that the employees engaged in service delivery meet the standard of excellence that customers expect and deserve, and helps drive business profitability and growth.” said Chris McGugan, Avaya SVP, Solutions and Technologies.
Driven by the European GDPR requirements, Avaya strengthened data privacy with the newest features to help securely record, process, archive, and protect customers’ personal data to reach compliance goals.
“Our quality assurance staff can now quickly adjust to customer needs,” said Michael Lazarus, Information and Communication Technology (ICT) Manager, HomeChoice. “If people struggle to access something on our website or think that a feature is not user-friendly, we hear about it immediately from calls, surveys, and quality assurance scores, and can start to implement the desired changes straightaway. Because we are able to provide better service, our customers are even more satisfied than before.”
