Avaya Call Center Quality Management Add-On Subscription
This Avaya subscription license unlocks advanced Quality Management features for your Avaya call center platform, enabling enhanced agent performance monitoring and compliance adherence.
- Access to: Advanced call recording, screen capture, and evaluation tools to ensure service quality.
- Coverage for: Comprehensive QM workflows, including quality scoring, coaching, and performance analytics.
- Protection against: Compliance gaps and service level breaches through proactive quality monitoring.
- Entitlement to: Continuous software updates and access to new QM features as they are released by Avaya.
Product Overview
Product Overview
This Avaya platform software license provides a subscription for the Quality Management (QM) add-on module. It is designed to enhance the capabilities of your Avaya contact center infrastructure by enabling detailed monitoring, evaluation, and improvement of agent interactions and overall service quality.
IT Managers and IT Professionals in SMB and mid-market organizations utilize this license to ensure their customer service teams meet performance benchmarks and regulatory requirements. It integrates with existing Avaya communication platforms, providing a centralized solution for quality assurance.
- Enhanced Agent Evaluation: Facilitates structured scoring and feedback on agent calls and activities.
- Compliance Monitoring: Supports adherence to industry regulations and internal service standards.
- Performance Analytics: Delivers insights into agent performance trends and areas for coaching.
- Screen Recording: Captures agent desktop activity for a complete view of customer interactions.
- Subscription Billing: Offers predictable operational expenses with a recurring subscription model.
This Avaya QM add-on subscription is ideal for businesses seeking to elevate their customer service quality and ensure consistent performance across their contact center operations.
What This Enables
Enable Detailed Agent Performance Monitoring
Enable teams to systematically evaluate agent interactions through call recording and screen capture. Streamline the process of providing targeted feedback and coaching to improve individual agent performance and customer satisfaction.
cloud-hosted PBX, on-premises PBX, unified communications platform, contact center software
Ensure Regulatory and Compliance Adherence
Automate the monitoring of agent communications to ensure compliance with industry regulations and internal policies. Streamline audit processes by having readily available records and evaluation data for quality assurance.
PCI DSS compliant environments, HIPAA regulated operations, financial services compliance, customer data privacy protocols
Improve Customer Experience Through Quality Assurance
Streamline the identification of best practices and areas for improvement within customer service interactions. Enable managers to proactively address service gaps and enhance the overall customer journey.
customer support operations, inbound sales teams, outbound customer engagement, technical support desks
Key Features
Call and Screen Recording
Provides a complete record of customer interactions for thorough evaluation and training purposes.
Quality Scoring and Evaluation Forms
Standardizes the assessment of agent performance, ensuring consistency and objectivity in feedback.
Performance Analytics and Reporting
Delivers insights into agent and team performance trends, identifying areas for improvement and recognition.
Coaching and Feedback Tools
Facilitates targeted coaching sessions based on recorded interactions, accelerating agent development.
Subscription Licensing
Offers predictable costs and continuous access to the latest features and updates without large upfront capital expenditure.
Industry Applications
Finance & Insurance
This vertical requires stringent adherence to regulatory compliance standards like FINRA and SEC, making robust call recording and quality monitoring essential for audit trails and dispute resolution.
Healthcare & Life Sciences
Healthcare organizations must comply with HIPAA regulations, necessitating secure handling of patient data and clear records of patient interactions for quality of care and privacy assurance.
Retail & Hospitality
These industries rely heavily on customer experience to drive sales and loyalty, making detailed QM essential for training staff on service standards and resolving customer issues effectively.
Legal & Professional Services
Law firms and professional service providers need to maintain high standards of client communication and confidentiality, benefiting from QM tools to ensure accuracy and adherence to professional conduct.
Frequently Asked Questions
What is the Avaya PUBCCAAS-QM ADDON FIX SUBS ADJ LP?
This is a subscription license for Avaya's Quality Management (QM) add-on module for their contact center platform. It enables enhanced monitoring, evaluation, and coaching of agent interactions to improve service quality and compliance.
What does this license enable for my business?
It unlocks advanced features for call recording, screen capture, quality scoring, and performance analytics. This helps your business ensure consistent customer service, meet regulatory requirements, and drive agent performance improvements.
Is this a one-time purchase or a subscription?
This is a subscription-based license, meaning you pay a recurring fee for access to the software and its features. This model provides predictable operational expenses and ensures you always have access to the latest updates.
Deployment & Support
Deployment Complexity
Medium — IT-assisted
Fulfillment
Digital Delivery
License keys / portal provisioning
Support Model
Zent Networks Managed
Renewal, add-license, and lifecycle management included
Subscription Terms
Cancellation
Cancel anytime — no charge on next cycle
You may cancel this subscription at any time. Cancellation takes effect at the end of the current billing period. You will not be charged for the following billing cycle. Access remains active through the end of the paid term.
Returns
Subscription licenses are non-refundable
Digital software licenses and SaaS subscriptions cannot be returned once activated or provisioned. Contact a Zent Networks account manager if you have questions before purchasing.