Features
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 License Fee per Named Agent | 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 (per named supervisor) | $7.50 |
Service packages
| Service Package | One-Time License Fee per Named Agent | 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.
