Improving the Performance of Your Company

Aviton Solutions offers Workforce Optimization and Lean Analytics for contact centers and general businesses. With these offerings, executives and directors are able to gain efficiencies in the operational and customer facing sides of their organization.

Call Recording

The ability to record calls is nothing new but what has changed is the complexity of how to accomplish this important function in today’s complex telephony environments. With mergers and acquisitions many organizations can have highly disparate environments resulting in deployment and operational challenges. Let our team of experts help you navigate the waters of this application.

Screen Capture

Recording calls is a powerful tool, but when combined with the ability to see activities on an Agent desktop synchronous with the call playback, a far greater understanding of both the Agent and Customer experience is realized.

Agent Performance and Scoring

Many companies have some form of measuring the Agent, but all too often the methods are either outmoded (ex. paper scorecards, or Excel spreadsheets) or not integrated with a solution suite which creates an impediment to performance improvement. Our integrated solutions will enable a consistent approach to evaluations and performance measurement.

Speech Analytics

The ability to record calls provides value, but how can an organization leverage this large amount of unstructured data (recorded calls) to further their goals with respect to quality initiatives? With Speech Analytics companies can now “mine” these large amounts of data to review calls (or portions of calls) based on keywords and/or phrases. This provides a powerful instrument saving organizations a great deal of time and expense while also providing deep insight into the customer experience.

It is important to note that Speech Analytics is far more involved and powerful than what many vendors will describe. Let our experienced team assist in educating you in all the facets of what this transformative solution can provide.

Desktop Analytics

In today’s Contact Center environments agents work with a wide array of applications often requiring them to follow desired (and sometimes mandated/regulatory) processes in a customer transaction. Desktop Analytics helps insure that these functions are completed helping an organization achieve Agent compliance to internal process and regulatory compliance. This solution also provides compliance benefits with respect to PCI DSS regulatory standards.

Real Time Dashboard

With all the complexity that exists within Contact Center environments many companies can benefit by having a simple, unified view of what is occurring within their center in real time. The ability to aggregate data from many sources into a simple dashboard view allows management to react quickly to events in the center providing a better customer experience and improved FCR (First Call Resolution).

Lean Analytics

While there is some similarity to the Desktop Analytics module in our Workforce Optimization offering Lean Analytics takes things many steps further. Today many organizations are under great competitive pressure to cut costs and still be efficient. Combine this with the need to provide an exceptional customer experience and often there is a dichotomy. With our Lean Analytics offering processes and functions can be analyzed and measured with high specificity providing a very powerful value proposition in terms of dramatic time/cost savings and ROI. Contact us to start a conversation around the improvements that can be achieved with this solution.