The Impact 360 Workforce Optimization (WFO) Package from Witness Systems powered by Avaya is a complete workforce optimization solution. It maximizes information flow and removes service barriers so organizations can capture, analyze, and optimize its workforce, performance, customer interactions, and customer service. Under a scalable framework, it brings together the four key contact center functions of workforce management, quality monitoring/full time recording, eLearning and performance management. Out-of-the-box integration with Avaya Communication Manager is accomplished with Communication Manager API (CMAPI).
What's New With This Release
The first release of the Impact 360 WFO Package redefines the market landscape for contact center and workforce optimization technology by enabling organizations to deploy the four contact center functions in a pre-packaged solution from a single vendor.
The WFO Package consists of three packages that are offered by Avaya and its business partners:
- Impact 360 Quality Monitoring (QM) Package 5.4 – includes call recording/quality monitoring and eLearning
- Impact 360 Workforce Management (WFM) Package 4.6 – includes workforce management, adherence, and performance management (scorecards)
- Impact 360 Compliance Package 7.3 – includes bulk voice recording
The WFO Package does not simply bundle the four functions together, but offers an end-to-end solution. The Packages go beyond a product “suite” to offer a true single workforce optimization platform. With this release, Avaya is the first vendor to introduce a pre-packaged WFO offering to the market.
Business Benefits
- Optimizes staffing
- Increase supervisor productivity
- Reduces staff costs
- Meets legal and compliance requirements
FEATURES
- Forecasting
- Scheduling
- Basic Adherence
- Voice Recording
- Data Capture
