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Contact Centre Services
Certified Avaya WFO Services Provider
Implementation, Training, Consulting, Project Management & More!
WFO Professional Services
Onsite WFM Optimisation
WFM Success Package
This strategic service will provide best practices
for setting up and optimising the use of your WFM
solution and processes in your environment:
• Educates on industry trends and
implements best practices
• Implements best practices for
scheduling, the use of campaigns, and
reforecasting techniques
Onsite QM Optimisation
Our experienced consultants will help your
business optimise the use of your QM solution
and processes within your environment:
• Improves business rules and scorecards
• Aims to inform on best practices around
aspects like calibration, frequency,
and coaching
FlexAssist for QM or WFM
This tactical, over-the-phone consulting
service serves as refresher training for all
levels and has a flexible structure that best
fits your schedule.
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Consists of Q&A sessions around
opportunities to increase the
efficiency of your WFO suite
Addresses new or upcoming business
campaigns, goals or issues
Training
Adtech Global offers admin and end-user
training based on your needs remote or onsite.
R12 WFO Upgrades
Our engineers are trained to upgrade Avaya
customers to V12.
Prevents common issues associated with WFM
activation in your contact centre by allowing
Adtech Global to extend consulting before and
after the WFM implementation.
• 8 hours of pre-install consulting
• 16 hours of post-install consulting
approximately 2 weeks after install
• Use as you desire where personalised
WFM or QM assistance is needed
Technical Hardware Audit
Enlist our engineers to analyse and report on
the status of all your contact centre hardware.
• Audits on hard drives, voice cards,
event viewer errors, etc.
Application Health Check
Remote review of your current WFO
application configurations provides tactical
recommendations to improve your operations.
Implementation Services
Adtech Global has performed thousands of
installations worldwide with tenured, global
implementation engineers, project managers
and technical specialists trained in the
complexities of integrating Avaya WFO
hardware and software:
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Project Management
WFO applications, SSO/LDAP
PCI Encryption
Planning & Design
Server Hardware & Server Deployment
Software Installation, Integration and
Configuration
Training & Knowledge Transfer
+44 0118 976 3030 | adtechglobal.com/wfo-services-avaya
Contact Centre Services
WFO Managed Services
Anti-Virus Management
Our highly effective virus protection service
includes monitoring your contact centre systems.
• Reports of malicious code detected as
well as the source of the infection
• Outbreak management, clean up,
technical information and guidance
Global Monitor Service
The only Workforce Optimisation application
specific monitoring service, Global Monitor
ensures maximum system uptime and
business continuity for your contact centre.
• Collects key application, hardware, OS
and infrastructure metrics
• Delivers immediate, actionable alerts to
your team based on defined thresholds
Cloud-based WFO
Adtech Global hosts the entire WFO suite
in the cloud.
• Always up-to-date with the latest
software release
• Revolutionises your business model to
utilise IT resources more efficiently
Adtech Global - Av
aya’s Premier Servic
e Provider
Adtech
Global is a unique
ly qualified Avaya
partner, delivering
software services
with a team
of expert engineer
s who are Avaya tra
ined
and certified.
Ignite Speech Analytics Program
Ignite enables contact centres to discover the
power and value of capturing and evaluating
customer interactions.
• 3-month program with Speech
Analytics software
• Consultation with seasoned Speech
Analytics expert
• Use findings to drive business decisions
and process improvements
• No hardware, no licensing, no training
Patching & OS Updates
Our team keeps your operating system
up-to-date and secure on a regular basis.
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Back Up Services
Adtech Global manages this reliable data
and Windows Server backup designed for
your contact centre.
• Cloud service
• Secure storage in data centre
with redundancy
• Protect more, save more
Application Administration
WFO application experts will manage
changes in personnel and business rules
quickly and effectively.
• Moves/adds/changes of agents,
business rules, extensions, workspaces,
security profiles and user roles
• Standard report generation
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Remote updates applied during
maintenance windows with
update notices
New updates installed to ensure
ongoing compatibility with your
WFO suite
Forecasting and Scheduling
With this managed service, Adtech Global does
the forecasting and scheduling for you.
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Creates call volume forecasts based on
historic trends
Optimal and feasible agent schedules
based on your criteria and monthly
updates to the schedule
+44 0118 976 3030 | adtechglobal.com/wfo-services-avaya