Distributed Workforce

Extend the Power of your Contact Centre

Deliver the same feature-rich, productive work experience from any location

Suite of Productivity Tools

Optimise interactions with skills routing, end-to-end call recording, screen capture, quality and live monitoring, coaching and analytics

Leverage AI

Gain AI-powered employee augmentation with real-time prompts and conversation transcription

Reduce Employee Frustration

Staff that have access to the tools and apps to help them be more effective are more likely to perform better and experience more sustained levels of job satisfaction

Full Customer Visibility

Communicate through channels of their choice and view their previous interactions to provide a full service

Work from Anywhere

The modern contact centre has evolved and that means your staff can enjoy the same productive work experience from any location. With WorkSpaces from Avaya, we give them a set of productivity tools that allow them to deliver a seamless customer experience through any digital channel or device.  What’s not to like?

Integrated Desktop

Thanks to an internet connection, the Avaya soft client and a high performance headset, agents can manage their call queues as if they were in the office.  Interactions can be through channels such as inbound/outbound voice, email, SMS, web chat, and social media.  The intuitive user interface provides features for toggling between multiple, simultaneous interactions through different channels.

"Organisations need to ensure that employees who are working remotely have sufficient and impactful opportunities for both formal and informal engagement and social interaction with colleagues."

The Western Development Commission & Whitaker Institute NUI Galway Report of the Expert Group on Remote Working