Now You Can: • Gain insight from recorded calls to help reduce costs and improve products, processes, competitive advantage, and the overall customer experience. • Better understand customer behavior by categorizing and analyzing call content automatically to tell you why customers call; reveal the root cause of customer perceptions and high call volumes; and identify competitive threats and opportunities. • Better focus your quality monitoring program by automatically sending calls about key business issues to supervisors for review. Avaya Aura® Workforce Optimization Voice Analytics Voice of the Customer Analytics fully integrated with your contact center Competitive advantage often depends on anticipating market needs faster and more visibly than your competitors. Nothing can tell you more about your business than the voice of your customers. Avaya Aura® Workforce Optimization Voice Analytics provides advanced functionality that can help you glean valuable intelligence from thousands — even millions — of customer calls, so you can take action quickly. Avaya Contact Recording and Quality Monitoring With Avaya Aura Workforce Optimization Although your contact center records for your entire enterprise. Voice Analytics, you can turn captured interactions into actionable intelligence customer conversations, the sheer number of recordings can easily exceed • Accomplish more with fewer resources by sharing highvalue intelligence across the enterprise with automated workflow tools. But Avaya can help. Our Avaya Aura Search, Analyze, and Act on Captured Information Workforce Optimization Voice Analytics Right out of the box, Avaya Aura solution can mine recorded customer Workforce Optimization Voice Analytics interactions to surface the intelligence can provide automated trend analysis to essential for building effective cost show what’s happening in your contact containment and customer service center. The solution can isolate the words strategies. Used in combination with our and phrases used most frequently within a • Benefit from a lower total cost of ownership; increased security; greater return on investment; and other advantages from a solution that is part of the unified Avaya Aura Workforce Optimization suite. Avaya Aura Workforce Optimization given time period, as well as indicate solution packages for quality monitoring whether usage is trending up or down. and recording, Avaya Aura Workforce This information is displayed on the Avaya Optimization Voice Analytics can help you Aura Workforce Optimization Voice pinpoint cost drivers, trends, and Analytics home page, making it easy for opportunities, identify strengths and supervisors, analysts, and others in your weaknesses with processes and products, organization to spot changes in consumer and understand how your offerings are behavior and take action to reduce call perceived by the marketplace. volumes — and enhance the overall your ability to review and analyze them. customer experience. avaya.com | 1 Avaya Aura Workforce Optimization structured call and customer Voice Analytics can automatically data, agent name, customer Automatically Surface Changes in Customer Behavior and Sentiment surface words, phrases, and segmentation, and desktop Avaya Aura® Workforce Optimization categories from thousands of application data. It returns a list of Voice Analytics can be used as an recorded calls, alerting you to contacts in order of relevance, with a operational customer-centric cost potential opportunities for action. high degree of accuracy. This feature containment tool that shows you can help you evaluate interactions, what is happening in the contact mine data — even drill down to center, trends that are emerging, and specific calls and sets of calls. factors that are changing over a Take Action and Increase Customer Satisfaction What’s more, Avaya Aura® Workforce Optimization Voice Analytics uses patented audio indexing and categorization technologies to create a Complete Semantic Index of your contact center interactions. You can search for an unlimited number of terms by keyword, phrase, or business categories — even zero in on emotional calls. Guided search capabilities resemble those used by popular Internet search engines, helping business users find relevant calls quickly for determining the underlying causes of cost and customer satisfaction. Unlike other speech analytics solutions, Avaya Aura Workforce Optimization Voice Analytics can process, retain, and mine the entire content of calls. It can automatically analyze and categorize calls based on how customers express themselves, and can reveal critical information that you might not otherwise know, such as repeated references to a competitor’s offering. This can provide a powerful competitive advantage — as well as the opportunity to correct process or service issues before they escalate. Avaya Aura Workforce Optimization Voice Analytics can search unstructured audio data as well as 2 | avaya.com information, such as computer telephony integration (CTI)-tagged specified time interval. This helps Use Captured Information for Enterprise Decision Making To facilitate searches, Avaya Aura Workforce Optimization Voice Analytics enables users to save their organizations respond to changes in customer behavior and quickly adjust to changing conditions. Automated Trend Analysis – Shows You What is Happening unique search parameters in folders Avaya Aura Workforce Optimization that can be accessed easily on a Voice Analytics is designed to personalized home page. This is proactively report on significant particularly useful in an enterprise contact center activity based on deployment, since different areas of automated trend analysis of term, the organization can have varying phrase and category activity over areas of interest. The solution can multiple time periods. If a certain categorize the entire call content word, phrase or category is being accurately, including accents, used more or less often in a dialects, and slang, and be statistically significant manner, it is customized easily to accommodate automatically flagged. You do not specialized words, such as industry need to know in advance what to terminology. Its TellMeWhy trend on; the Complete Semantic functionality can help users quickly Index trends hundreds of thousands identify potential underlying root of terms and phrase combinations causes for specific calls. A rich set of automatically –out-of-the-box – with report templates, clickable charts, no set up or keyword definitions. and visual call mapping can present captured data in a variety of ways. Unified with Quality Monitoring for Focused Quality Quality supervisors may issue a query to search directly for calls related to specific business issues that have been categorized by Voice Analytics. Or they may set up the Avaya Quality Monitoring Smart Inbox™ to deliver calls of interest for evaluation based on voice categorization results. This functionality eliminates the need to manually conduct searches, by setting a quota of calls per category to be delivered to a supervisor or business analyst on a regular basis. Avaya Aura Workforce Optimization Guided Searching Helps You Find the Right Calls Immediately. In addition to traditional search Voice Analytics categories can also capabilities, Avaya Aura Workforce help identify areas of development Optimization Voice Analytics for individual agents. Once an area is leverages the Complete Semantic identified, supervisors can monitor, Avaya Aura Workforce Optimization index to offer auto-complete and evaluate, coach, leverage best Voice Analytics allows users to advanced context based suggestions, practice interactions, review agent conduct the same type of free-text in order to assist you in quickly desktop screen activity or schedule search when searching through finding what you are looking for by reports that map categories to other millions of audio interactions. Results building more relevant queries. metadata or quality results, such as are returned within seconds, and total quality scores per business issue users can easily and rapidly find from a Web-based portal. phrases, and advanced search Fully Unified with Avaya Aura® Workforce Optimization Solution Suite operations. Because Avaya Aura® Workforce relevant calls and share the intelligence they contain with other users across the enterprise. Users can search by individual words, specific Agents and supervisors may even launch the Avaya Aura Workforce Optimization Voice Analytics player for additional insight and rapid review. Optimization Voice Analytics works in concert with other Workforce solutions, it can use the content of calls to route contacts of interest automatically to users throughout the enterprise. It’s a powerful way to help drive real-time market intelligence. avaya.com | 3 Avaya Aura Workforce Optimization Voice Analytics Part of the Avaya Customer Experience Management Portfolio Avaya Aura Workforce Optimization Voice Analytics is part of the Avaya portfolio of Customer Experience Management solutions. These solutions help organizations drive exceptional customer experience consistently across different channels of interaction, gather business intelligence and insight from each and every interaction, and act on it to respond more effectively to customer and market demands. To learn more about the Avaya Customer Experience Management portfolio and Workforce Optimization solutions, contact your Avaya Account Manager or Avaya Authorized Partner. Or, visit us online at avaya.com About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com. 4 | avaya.com © 2013 Avaya Inc. All Rights Reserved. All trademarks identified by ®, ™, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. 09/13 • CC7342
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