Avaya Workforce Engagement Workforce Management

What Avaya Workforce Engagement Workforce Management is

Avaya Workforce Engagement Workforce Management is a workforce management capability within Avaya Experience Platform Workforce Engagement, a suite of cloud services for workforce optimization. It supports forecasting and scheduling for large employee populations and complex scheduling periods, including demand forecasting, skills-based scheduling, and intraday management. Its hiring capability uses AI and virtual interviewing to assess applicants, with stated aims of improving candidate quality, time to hire, and employee retention. The wider suite also includes Performance Management, interaction recording, quality management, interaction analytics, and desktop and process analytics. Integration services can receive CTI events and WFM and Performance Management data from communication infrastructure such as a switch or ACD. Packages can collect contact statistics and real-time employee state data, and export schedules, employee data, and time records. Avaya describes deployment as zero-footprint SaaS, with cloud-hosted services managed by the provider. Customers remain responsible for communication infrastructure and desktop and mobile applications. Avaya directs visitors to contact the company for pricing.