Avaya OneCloud™ Private

Workforce Engagement Solution

Your business is defined by the experiences you deliver. Organizations across business verticals are transforming the
Experiences that are effortless, personalized, connected, way they work with the help of Avaya OneCloud™ Private and
and intuitive, build brand loyalty. Avaya OneCloud™ Private its Workforce Engagement solution. With our full-featured
delivers experiences that matter through an intuitive all-in-one suite of workforce engagement tools, organizations are able
cloud communication, collaboration and contact center solution to simplify, modernize, and automate their engagement
benefiting both your customers and employees. with customers and employees. Customers using Avaya
OneCloud™ Private with Workforce Engagement capabilities
It only takes one subpar customer experience to impact your
have witnessed 20% to 40% reduction in contact center
brand. When it happens, can you take corrective action in real
costs in the first year after deployment and ROI (Return on
time? By subscribing to Avaya OneCloud Private’s workforce
Investment) from 300% to 400%, within three years. Avaya
engagement solution, you unlock the doorway to ensure
OneCloud™ Private and its workforce engagement capabilities
you exceed compliance standards and customer and
are enabling organizations to exceed client and employee
employee expectations.
expectations, now and into the future.
Everyone has heard and is likely experiencing impacts of
Manage Your Investment Better with Cloud
the “Great Resignation.” Is your organization implementing
workflows and processes to improve employee satisfaction, ▪ Minimize upfront investment
allowing employees to exert more control over their
schedules, breaks and time-off? Are you maximizing the value ▪ No spend on hardware, maintenance, software updates

of innovation through AI and Machine Learning to provide and upgrades

in-the-moment knowledge and coaching? If not, subscribe and ▪ Choose from flexible service packages, subscription terms
start using Avaya OneCloud Private’s workforce engagement (1/3/5 years), billing cycles, and commitment quantities
to solve these business challenges with AI-infused automation
applications.

Fact Sheet avaya.com

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Receive More ROI with Improved Operational Efficiency

▪ Reduce cost per contact with enhanced customer experience

▪ Reduce operational cost with improved KPIs (FCR, AHT, CSAT etc.,)

▪ Curtail staffing wastage with accurate forecasting and scheduling

▪ Optimize human resource cost with reduced training time

▪ Increase profit with increased sales

Deliver effortless
and engaged Drive Brand and Loyalty with Positive Customer and
Employee Experiences
experiences your
customers and ▪ Securely capture, analyze, and store interactions to enhance customer

employees deserve,
experience and compliance

with an always-on
▪ Help employees improve productivity with a constant process of interaction
evaluation, coaching and learning, performance management and customer
cloud-based CCaaS feedback

solution. ▪ Manage staffing costs with accurate forecasting and optimized scheduling
while still delivering on SLAs

Empower customers ▪ Help employees manage work-life balance with employee involved

to effortlessly scheduling

find resolution to
Get Competitive Advantage with an Improved
their issues and Operating Environment
engage employees ▪ Automated standardized reference architectures
to maximize
performance,
▪ Reduced deployment times

with AI-infused
▪ Geo-redundant data centers with global reach

and intelligent ▪ Helps achieve compliance to HIPAA, PCI-DSS, GDPR and other mandates

automation ▪ Opportunity to scale up as your business requires

applications. ▪ Full end-to-end support and management by Avaya and Verint

No-compromising Functionalities and Key Capabilities

Voice Recording – A full time call recording and archiving solution that delivers
enhanced industry compliance and customer experience with rich contextual data.

Screen Recording – A transparent application to capture and monitor

employee desktop activity and identify non-compliance. This helps understand
how effectively employees are using the applications provided to deliver a great
customer experience.

© 2022 Avaya Inc. All Rights Reserved.

Address challenges faced
by customers, employees,
and businesses with an
all-in-one cloud-based
solution.

Receive the benefits

of a fast, powerful,
secure, compliant, and
flexible cloud experience
dedicated to you.

Application Trigger – Achieve PCI compliance by Coaching – Helps organizations provide employees with
automatically pausing and resuming recordings. Help personalized guidance on how to improve their performance
meet GDPR, CCPA, and other privacy regulations by tagging and extend their skills. It automates employee coaching
interactions that contain personally identifiable information allowing managers to focus on developing staff skills.
(PII). Trigger actions based on real-time desktop events to
eLearning – Enables training to be delivered right to the
help ensure generating pop-up alerts with process step
desktop to help familiarize employees with new procedures,
reminders for employees.
programs, and regulations. Provides a continuous cycle of
Application Visualizer – Capture real-time application learning triggered by employee's performance and quality
usage from employee desktops and group the applications results.
into pre-defined categories for easy analysis. Compare
Performance Management – Tracks, manages, and helps
application usage against scheduled or actual productive
improve individual and team performance from contact
work time. Quickly identify opportunities to focus employees
centers and branches to back-office operations. Aggregates
on the right activities. Leverage the data for coaching to
data across multiple systems to deliver actionable
improve employee productivity.
intelligence for improving customer experience and
Automated Quality Management – Application that productivity.
enables contact centers to autoscore 100 percent of voice
Workforce Management – Forecasts demand via best
interactions and avoid fines for hidden
models built on actual experience in past years. Helps
non-compliant interactions. Provides objective and maintain customer focus by scheduling rightly skilled
consistent quality management by scoring all the recordings employees at the right time and offers employees the
against exact same standards. flexibility to manage jobs with their busy lives via shift bids
and shift swaps.

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Speech Analytics – Automatically surface intelligence from text-based conversations against key operational metrics.
thousands — even millions — of recorded calls, so you can act Drive compliance by quickly revealing regulatory breaches
quickly. Acquire customer experience intelligence essential for and failure to adhere to internal policies.
pinpointing cost drivers, trends, and opportunities; identifying
Voice Survey – Deliver short, context-sensitive, dynamic
strengths and weaknesses with processes and products;
voice surveys via the IVR to customers immediately after their
and understanding how your offerings are perceived by the
interactions with your agents. Fully understand and diagnose
marketplace.
the key issues affecting contact center performance—
Realtime Speech Analytics – Alerts Supervisors so that they right down to the individual agent level. Maximize agent
can coach agents in-the-moment, to guide customer voice engagement and retention, enhance customer and employee
interactions towards better outcomes, in real-time. Helps experience, and improve key contact center metrics.
anticipate occurrences of non-compliance and fraud across
Operations Visualizer – Gain visibility into employee and/
100 percent of voice interactions.
or work group productivity, helping you quickly identify areas
Text Analytics – Acquire customer experience insights with excess capacity, balance workloads and resources more
across text-based, digital engagement channels, including effectively, and use actual desktop activity data to identify
email, web chat, surveys, and social media. Drive operational areas for enhancing staff utilization.
efficiency and reduce costs by analyzing the context of

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Choose from Flexible Service Packages

The offer consists of 3 key packages with incremental functionality, with the ability to uplift from one package to a higher package.

Avaya OneCloud™ Private – Workforce Unit of

Base Advanced Premium
Engagement Package Options Measurement

Platform Analytics ✓ ✓ ✓ Named Employee

Voice Recording ✓ ✓ ✓ Named Employee

Screen Recording ✓ ✓ ✓ Named Employee

Encryption ✓ ✓ ✓ Named Employee

Application Trigger ✓ ✓ ✓ Named Employee

Interaction Data Export Manager ✓ ✓ ✓ Named Employee

Application Visualizer ✓ ✓ ✓ Named Employee

N+M Capture Resiliency ✓ ✓ ✓ Named Employee

POM Dialer Integration adaptor ✓ ✓ ✓ Named Employee

Quality Management - including Interaction

Optional ✓ ✓ Named Employee
Quality

Performance Management
Optional ✓ ✓ Named Employee
(Coach, Learn, Scorecards)

Automated Quality Management Optional Optional ✓ Named Employee

Workforce Management Optional Optional ✓ Named Employee

Speech Analytics (Historical) Optional Optional ✓ Named Employee

Text Analytics Optional Optional ✓ Named Employee

Automated Quality Management Additional

Optional Optional Optional Server
Language

Speech Analytics - Line of Business Optional Optional ✓ Named Employee

Text Analytics Add-on Optional Optional ✓ Named Employee

Speech Transcription Optional Optional Optional Named Employee

Speech Analytics Additional Language Optional Optional Optional Server

Real Time Speech Add-On Also called Real Time

Optional Optional Optional Named Employee
Agent Adherence

Dual Voice Capture Resiliency Optional Optional Optional Named Employee

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Avaya OneCloud™ Private – Workforce Unit of

Base Advanced Premium
Engagement Package Options Measurement

Dual Voice Retention Add-on

Optional Optional Optional Named Employee
(Must have Dual Voice Capture Resiliency)

XM Voice Survey Optional Optional Optional Named Employee

Strategic Desktop and Process Analytics Optional Optional Optional Named Employee

Interaction Data Export Manager Advanced Optional Optional Optional Named Employee

1 TB Storage Optional Optional Optional 1 TB

Operations Visualizer Optional Optional Optional Named Employee

Flex Manager* Optional Optional Optional Named Employee

Conversion Manager Add-on* Optional Optional Optional Unlimited

Face to Face Recording Add-On

Optional Optional Optional Named Employee
(Must have Voice Recording)

▪ *Benelux region specific only

▪ Ability to add Verint SaaS Extended features (Knowledge Management, Experience Management ++)

Learn More
To learn more about Avaya OneCloud Private’s Workforce Engagement solution contact your Avaya Account Manager.

About Avaya
Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya
Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that
deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem
power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions
and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter.
Learn more at www.avaya.com

© 2022 Avaya Inc. All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and are registered in the United
States and other countries. All other trademarks identified by ®, TM, or SM are registered marks, trademarks,
and service marks, respectively, of Avaya Inc.
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