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Contact Center Service Package Comparison

Package feature comparison

Use this table to compare the packages and the features available in each. All of the packages are available for contact centers using Avaya Contact Center.

Features Agent Call Recording Agent Call Recording and Quality Monitoring Workforce Management Workforce Optimization
Agent call recording Included Included Not Included Included
Screen monitoring Included Included Not Included Included
Real time monitoring Included Included Not Included Included
Encrypted calls Included Included Not Included Included
Quality monitoring Not Included Included Not Included Included
Coaching Not Included Included Not Included Included
Evaluations Not Included Included Not Included Included
Quality assurance Not Included Included Not Included Included
Scheduling and forecasting Not Included Not Included Included Included
Time off manager Not Included Not Included Included Included
Adherence management Not Included Not Included Included Included
Intra-day performance management Not Included Not Included Included Included
Performance management based on KPIs Not Included Not Included Included Included

Rates

Workforce optimization services can be purchased individually or in packages, as listed and priced below.

Individual services

Service One-Time Site License Fee Monthly Fee per Named Agent
Agent Call Recording $955 $19
Quality Monitoring
(only available as an add-on to Agent Call Recording)
$290 $13.50
Workforce Management $1,005 $29.50
Workforce Manager License
(must purchase at least one of these licenses in conjunction with other services)
$395 $7.50

Service packages

Service Package One-Time Site License Fee Monthly Fee per Named Agent
Agent Call Recording and Quality Monitoring $1,245 $32.50
Agent Call Recording, Quality Monitoring, and Workforce Management $2,250 $62
Note: One-time implementation, consultation and professional services charges may apply, especially for new contact centers that do not have a workforce management solution installed. If additional implementation costs are required, UIT will provide a Statement of Work for approval.
Last modified September 20, 2017