Avaya Engage 2018, New Orleans. Photo by Alex Coop.

Published: June 19th, 2018

Avaya Holdings Corp. announced a new version of its workforce optimization suite that will improve service quality and help companies comply with new General Data Protection Regulations (GDPR), the company recently announced.

The digital communications software company said Avaya Workforce Optimization is getting real-time speech analytics, and the ability to monitor calls in real-time to detect words and phrases of interest. The upgrade also includes 256-compliant encryption, payment card industry security, and data identification and tagging in order to help enterprises comply with GDPR. Chris McGugan, Avaya’s SVP of solutions and technologies said in a statement that many organizations have not yet upgraded their back office processes, and with the introduction of new GDPR rules, it makes it that much harder for them to make that transition.

“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,” he said. “Customer experience is a function of fully integrated, customer-facing, efficient and effective workforce support and back office processes.”

Implementation services are available through Avaya Professional Services or through accredited Avaya business partners. These services include deployment design, project management, installation, end-user training and application consulting.