Avaya

JANUARY 26, 2018

Desktop screen capture: This is an undetectable back-end process that records desktop screen activity during each customer interaction. Supervisors and managers can use this both in the contact center and back office to view customer interactions from beginning to end via synchronized screen and call recordings.

2004 51

2004 White Paper Financial 2008 51

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Speech Analytics – Transcribe and analyze 100 percent of recorded calls to help surface valuable intelligence.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Avaya

MAY 20, 2019

Call recording? 1 in the global contact center systems market and Verint a recognized global leader in Workforce Engagement ). In the meantime, learn more about developing a strong culture of workforce engagement with our latest white paper, published in partnership with Frost & Sullivan.

White Paper 11

White Paper Net Promoter Score Marketing Contact Center 11