New Workforce Optimization Suite for Avaya Contact Centers Advances Customer Engagement and Data Privacy

Avaya Holdings Corp. (NYSE:AVYA) today introduced a new version of the
Avaya Workforce Optimization suite, which improves service quality,
operational and employee productivity and data privacy with a series of
new features and tools. This major software release helps companies
transform customer engagement and comply with existing and emerging
industry regulations such as the General Data Protection Regulation

IDC research commissioned by Avaya found that employee productivity is a
key driver of digital transformation – a necessary step that sets the
groundwork through which enterprises are better prepared to achieve the
higher revenue growth associated with a better customer experience.1
While optimizing the customer experience and service delivery is
critical to winning and keeping business, only 28 percent of companies
believe they integrate customer communications with fulfillment and
delivery extremely well.

“While more and more companies understand that providing a great
customer experience is good business, many have a long way to go to
bringing all the parts together that make that a reality,” said Chris
McGugan, Avaya SVP, Solutions and Technologies. “Customer experience is
a function of fully integrated, customer-facing, efficient and effective
workforce support and back office processes. Avaya Workforce
Optimization helps ensure that the employees engaged in service delivery
meet the standard of excellence that customers expect and deserve, and
helps drive business profitability and growth.”

Avaya Workforce Optimization also addresses a key concern of enterprises
and customers around the world today: securing personal data and keeping
it private. Driven by the European GDPR requirements, Avaya strengthened
data privacy with the newest features to help securely record, process,
archive, and protect customers’ personal data to reach compliance goals.

Other notable features included in the latest Avaya Workforce
Optimization release enable enterprises to:

“Our quality assurance staff can now quickly adjust to customer needs,”
said Michael Lazarus, Information and Communication Technology (ICT)
Manager, HomeChoice. “If people struggle to access something on our
website or think that a feature is not user-friendly, we hear about it
immediately from calls, surveys, and quality assurance scores, and can
start to implement the desired changes straightaway. Because we are able
to provide better service, our customers are even more satisfied than

Read the HomeChoice case study here.

1 IDC research, commissioned by Avaya, 2018.

About Avaya

Avaya is a global leader in digital communications software, services
and devices for businesses of all sizes. Our open, intelligent and
customizable solutions for contact centers and unified communications
offer the flexibility of Cloud, on-premises and hybrid deployments.
Avaya shapes intelligent connections and creates seamless communication
experiences for our customers, and their customers. Our professional
planning, support and management services teams help optimize solutions,
for highly reliable and efficient deployments. Avaya Holdings Corp. is
traded on the NYSE under the ticker AVYA. For more information, please
visit www.avaya.com

Cautionary Note Regarding Forward-Looking Statements

This document contains certain “forward-looking statements.” All
statements other than statements of historical fact are
“forward-looking” statements for purposes of the U.S. federal and state
securities laws. These statements may be identified by the use of
forward looking terminology such as “anticipate,” “believe,” “continue,”
“could,” “estimate,” “expect,” “intend,” “may,” “might,” “our vision,”
“plan,” “potential,” “preliminary,” “predict,” “should,” “will,” or
“would” or the negative thereof or other variations thereof or
comparable terminology and include, but are not limited to, availability
and effectiveness of new products and features. The Company has based
these forward-looking statements on its current expectations,
assumptions, estimates and projections. While the Company believes these
expectations, assumptions, estimates and projections are reasonable,
such forward-looking statements are only predictions and involve known
and unknown risks and uncertainties, many of which are beyond its
control. The factors are discussed in the Company’s Registration
Statement on Form 10 filed with the Securities and Exchange Commission,
may cause its actual results, performance or achievements to differ
materially from any future results, performance or achievements
expressed or implied by these forward-looking statements. For a further
list and description of such risks and uncertainties, please refer to
the Company’s filings with the SEC that are available at www.sec.gov.
The Company cautions you that the list of important factors included in
the Company’s SEC filings may not contain all of the material factors
that are important to you. In addition, in light of these risks and
uncertainties, the matters referred to in the forward-looking statements
contained in this report may not in fact occur. The Company undertakes
no obligation to publicly update or revise any forward-looking statement
as a result of new information, future events or otherwise, except as
otherwise required by law.

Source: Avaya Newsroom

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