Avaya speech analytics provides advanced functionality that can. Unlike competitive solutions, asa is based on phonetic technology. Avaya adds realtime speech analytics to contact centers. Portfolio with sentiment and text analytics software verint systems granted u. Workforce optimization wfo software is a program suite that combines recording, quality management qm and other call center technologies into one console to oversee call center. Question what is the difference between wfm and wfo. Speech analytics 2483 av wfo r10 speech essentials entitle.
A unified wfo suite fully integrated with avaya contact center. Verint speech analytics provides advanced functionality that can. Intelecom extends its contact center in the cloud solution with verint wfo. Contact recording, quality monitoring, speech analytics, and customer feedback. Verints workforce optimization, quality monitoring, and. For commercial contact centers, avaya speech analytics asa is a speech search and analytics solution data analysts and executives use to rapidly and. Download the analytics kit to learn about analytics use cases, how. Avaya workforce optimization speech analytics competitive advantage often depends on anticipating and addressing market needs faster than your competition. Avaya speech analytics essentials user guide release 12. Wfo software uses forecasting to optimally staff and schedule a call center. Avaya workforce optimization network infrastructure. This new wave report details forrester findings in 10 criteria including natural language processing, coaching and quality management, realtime. Dvsanalytics showcases workforce management and engagement software designed to meet the needs of todays contact center.
Speech analytics contact center five9 call center software. Dvsanalytics workforce optimization solutions on display. Avaya is overhauling its contact center software with features designed to boost productivity and also to demonstrate that the company is brimming with innovation it hopes will attract new customers, and keep those it acquired along with nortels enterprise division. This nextgeneration analytics solution can reveal the intelligence essential for pinpointing cost drivers, trends. Avaya aura workforce optimization wfo provides call center workforce improvements and efficiency through the use of several modules including. If youre looking to unlock the voice of the customer through speech and text analytics, weve got a handy toolkit just for you. Verint unified voice of the customer provides a fully. Calabrio expands acd integrations with avaya aura contact.
Speech analytics software for contact centers and call. Dvsanalytics showcases practical wfo software for avaya contact centers. Call center workforce optimization wfo software uses forecasting to optimally. Speech analytics software uses similar technology found in voice. Five9 is a leading provider of cloud contact center software. Equipment and software validated the following equipment and software were used for the sample configuration provided. Verint speech analytics can transcribe and analyze 100 percent of your recorded calls to help surface valuable intelligence. Callminers realtime and business insights capabilities stand out among wfo suites. Avaya customers looking to transition from a legacy recording architecture to a more. The applicable number of licenses and units of capacity for which the license is granted will be one 1, unless a different number of licenses or units of capacity is specified in. We are driven by a passion to transform contact centers into customer engagement centers of excellence. Call center software workforce optimization opentext qfiniti. Calabrio, a provider of contact center workforce optimization wfo and analytics software, has released an enhanced version of its. Deliver integrated oceana solution including wfo deliver enhanced integrated oceana.
Aspect workforce optimization data sheet aspect software. For commercial contact centers, avaya speech analytics asa is a speech search and analytics solution data analysts and executives use to rapidly and efficiently analyze call recordings for qm, compliance and business intelligence. By deploying the solution in combination with verint speech analytics, you can capture the complete voice of the customer and employee across different. Open to everyone, from it application to commercial software developers, service providers to system integrators, devconnect offers. List of top call center workforce optimization software 2020. Verint text analytics avaya devconnect marketplace. Data privacy, improved customer and employee satisfaction. It is also available as a standalone solution that provides tremendous operational insight. Choose the right speech analytics software using realtime, uptodate product. The software can capture information during phone calls and help companies understand how employees use software and websites. Dvsanalytics workforce optimization and engagement. Choose business it software and services with confidence. Use the support by product shortcut at the top of each page, and select your product and release to find the latest product and support notices, the latest and top documentation, latest downloads, and the top solutions that agents are using to close customer tickets.
Avaya and verint extend workforce engagement management. It shares the browserbased user interface with the verint wfo solution. Videos and tips on using the avaya support website can be found here. Callminer has the most advanced, enterpriseready speech analytics functionality. The avaya workforce optimization suite is designed to improve service quality, operational and employee productivity and data privacy with a series of new features and tools.
Avaya ix workforce engagement delivers the full spectrum of wem functionality including voice call and screen compliance recording with full encryption, quality monitoring, performance. Brings speech and multichannel analytics to the call center and the broader enterprise with voice of the customer voc software to provide analysis of all. Calabrio, a contact center workforce optimization wfo and analytics software provider has continued its expansion of its calabrio one workforce optimization suite in the. For commercial contact centers, avaya speech analytics asa is a speech search and analytics solution data analysts and executives use to rapidly and efficiently analyze call recordings for. Application notes for verint impact 360 with avaya. This web page contains the current valid lineup of patches and hotfix rollups that are applicable to wfo 12. Avaya dmcc pricing call recording solutions for avaya. Verint desktop and process analytics dpa is the only solution that is unified with a workforce optimization wfo solution. Other features available include workforce management, speech analytics, desktop analytics and more. Avayas realtime speech analytics software will help businesses monitor conversations between agents and customers. Calabrio integrates wfo platform with avaya aura contact. Avaya grants end user a license within the scope of the license types described below. Avaya has updated its workforce optimization software for contact. Delivers big data analytics for analyzing and categorizing call recordings according to each organizations challenges and objectives.
Any older patches that have been superseded can still be accessed directly via plds if required. Callcopys wfo suite, now featuring the same technology for audio search as delivered by avaya speech analytics, coupled with avaya aura enables clients to capture customer insights that. Calabrio enhances calabrio one wfo speech technology. The solution automatically discovers and analyzes words, phrases, categories and themes spoken during calls to reveal rising trends and areas of opportunity or concern. Avaya speech analytics provides advanced functionality that can automatically surface intelligence from thousands even millions of recorded calls, so you can take action quickly. Likeforlike software capabilities deeper avaya integrations.
The avaya aura workforce optimization platform for call centers provides analytic. Avaya has added tools including realtime speech analytics to its workforce. Verint speech analytics mines recorded phone conversations to surface the. Application notes to configure and administer avaya aura.