Presented By: Donna Fluss, DMG Consulting, and Jim Demarest, Senior Product Manager, Workforce Optimization, Avaya 

On Demand Date: March 2011   

Workforce optimization suites (WFO, also known as quality management/recording systems) keep getting better. The vendors have listened to their customers and have made R&D investments to make their suites more actionable, increasing their benefits for enterprises and their customers. The leading WFO suites now come with 10 integrated modules: recording, quality assurance, coaching, eLearning, performance management, surveying, speech analytics, workforce management, desktop analytics, and – the newest entrant – text analytics. Even better, by using workflow and analytics, leading WFO suites make it easier for end users to apply system findings to improve the customer experience and the corporate bottom line.

Donna Fluss, a leading analyst at DMG Consulting LLC is joined by Avaya WFO Product Management to discuss these next generation solutions.

Listen to this webinar to learn:

• How WFO solutions help contact center leaders meet departmental and enterprise goals
• The best ways to use WFO applications to improve the performance of your contact center
• How recent WFO product innovations and integrations are speeding up system benefits and reducing the total cost of ownership
• Why you should consider a new investment or upgrade, if you have not purchased a WFO solution in the past three years
• Why it’s more cost effective and easier to implement a WFO solution that is seamlessly  integrated into a contact center infrastructure (ACD) solution