Avaya launches new customer engagement platform for SMEs

Communication technology specialist, Avaya, has launched a new customer engagement platform targeted at SMBs. Dubbed as Workforce Optimization Select, the platform provides customer experience insights. According to the company, the platform is a cost-effective service at a low hardware requirement, minimal installation and training. Avaya states that many contact and data centers are doing more than traditional call recording and quality monitoring in using “voice of the customer” intelligence. Captured across multiple channels, it helps companies engage customers and increase retention. In turn drive better decisions on products, services, staffing, and internal processes. Karen Hardy, Senior Director of Customer Engagement Solutions, Avaya, said:

“Midsize companies are very savvy about the role technology can play to manage and improve their business, but are equally sensitive to its price and complexity. Avaya Workforce Optimization Select offers the advanced capabilities enterprises want and the total cost of ownership that midsize businesses need while delivering the experiences that customers demand.”

Jeff Kerslake, President at Common Collection Agency, added, “Avaya Workforce Optimization Select enables us to record 100 percent of our outgoing and incoming calls and then, when needed, quickly find these customer interactions to properly address customer disputes and validate customer payment promises.” “If you’re a medium-sized business and you want a workforce optimization solution that delivers enterprise-like workforce optimization capabilities at a price point that will not break your budget, then you should choose Avaya Workforce Optimization Select,” Kerslake added.