Avaya Call Center Quality Management Add-On Subscription
This Avaya subscription license unlocks advanced quality management features for your Avaya communication platform, enabling enhanced call monitoring and agent coaching.
- Access to Advanced QM Tools: Gain capabilities for call recording, screen capture, and quality scoring to evaluate agent performance.
- Subscription-Based Licensing: Enjoy flexible, recurring access to QM features with predictable billing for easier budget management.
- Platform Integration: Seamlessly integrates with your existing Avaya Unified Communications and Contact Center solutions.
- Improved Compliance & Training: Facilitate regulatory adherence and targeted agent development through detailed performance analytics.
Product Overview
Product Overview
The Avaya PUBCCAAS-QM ADDON USG SUBS ADJ LP is a software subscription license that provides essential quality management capabilities for Avaya-based contact centers. It enables features such as call recording, screen capture, and quality scoring, crucial for monitoring agent performance and ensuring service quality.
This license is designed for IT Managers and IT Professionals within SMB and mid-market organizations that utilize Avaya communication systems. It fits into their existing IT infrastructure, enhancing the functionality of their contact center operations without requiring significant hardware investment.
- Enhanced Call Monitoring: Record and review customer interactions for quality assurance and training purposes.
- Agent Performance Evaluation: Utilize scoring and evaluation tools to objectively assess agent skills and adherence to protocols.
- Screen Capture Functionality: Capture agent desktop activity alongside call recordings for a complete interaction view.
- Subscription Flexibility: Benefit from a scalable, subscription-based model that adjusts to your business needs.
- Compliance Support: Aid in meeting regulatory requirements by providing detailed records of customer interactions.
This Avaya QM add-on subscription is the ideal solution for SMB and mid-market teams seeking to elevate their contact center quality and agent performance.
What This Enables
Enhance Agent Performance Monitoring
Enable teams to systematically record and evaluate agent calls and screen activity. This allows for objective performance assessments and identification of coaching opportunities.
cloud-hosted contact center, on-premises PBX, hybrid communication environment, unified communications platform
Streamline Quality Assurance Processes
Automate the quality assurance workflow by providing tools for scoring evaluations and generating performance reports. This reduces manual effort and ensures consistent application of quality standards.
customer service operations, technical support desks, sales call centers, distributed workforce
Improve Compliance and Training
Facilitate adherence to industry regulations and internal policies through detailed interaction recordings and compliance checks. Support targeted agent training based on identified performance gaps.
regulated industries, customer-facing roles, remote agent teams, performance-driven culture
Key Features
Call Recording
Capture all agent-customer interactions for review, training, and dispute resolution.
Screen Capture
Record agent desktop activity alongside calls to provide a complete view of the interaction.
Quality Scoring & Evaluation Forms
Standardize agent performance assessment with customizable scoring rubrics and evaluation templates.
Reporting & Analytics
Generate insights into agent performance, quality trends, and customer satisfaction drivers.
Subscription Licensing
Benefit from flexible, scalable access to QM features with predictable recurring costs.
Industry Applications
Finance & Insurance
Essential for meeting strict regulatory compliance requirements like PCI DSS and FINRA, which mandate detailed record-keeping of customer interactions and agent conduct.
Healthcare & Life Sciences
Supports HIPAA compliance by enabling secure recording and auditing of patient interactions, ensuring privacy and adherence to healthcare regulations.
Retail & Hospitality
Crucial for monitoring customer service quality, resolving disputes, and ensuring brand consistency across customer interactions in high-volume environments.
Legal & Professional Services
Aids in maintaining client confidentiality and service standards by providing a verifiable record of client communications and consultations.
Frequently Asked Questions
What is the Avaya PUBCCAAS-QM ADDON USG SUBS ADJ LP?
This is a subscription license for Avaya's Quality Management (QM) add-on. It provides features like call recording, screen capture, and scoring to help businesses monitor and improve their contact center agent performance.
What type of organizations benefit from this license?
This license is ideal for SMB and mid-market companies that use Avaya communication systems and need to enhance their contact center operations. It helps businesses maintain service quality and train their agents effectively.
How is this license billed?
This is a subscription-based license, meaning it is billed on a recurring basis, typically monthly or annually, providing ongoing access to the QM features.
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.