Avaya WFO R15.2 SDK for QM and WFM
The Avaya WFO R15.2 SDK subscription unlocks advanced Quality Management and Workforce Management features for your contact center, ensuring enhanced operational efficiency and compliance.
- Access to: Advanced analytics and reporting tools for QM and WFM, enabling data-driven decision-making.
- Coverage for: Extended functionality and integration capabilities, allowing for tailored contact center solutions.
- Protection against: Outdated systems and manual processes, ensuring continuous operation and compliance.
- Entitlement to: Latest SDK features and updates, maintaining a competitive edge in customer service delivery.
Product Overview
Product Overview
This Avaya WFO R15.2 SDK subscription provides access to software development kit functionalities for Avaya's Quality Management (QM) and Workforce Management (WFM) solutions. It enables businesses to extend and customize their contact center operations, integrating advanced analytics, reporting, and workflow automation.
Ideal for IT Managers and IT Professionals in SMB and mid-market companies, this SDK fits within existing Avaya contact center environments. It empowers teams to build specialized tools and workflows that align with unique business requirements, enhancing agent performance and customer experience.
- Unlock Customization: Develop bespoke applications and integrations for QM and WFM.
- Enhance Analytics: Gain deeper insights into agent performance and customer interactions.
- Streamline Workflows: Automate processes for scheduling, forecasting, and quality assurance.
- Ensure Compliance: Support regulatory requirements through advanced monitoring and reporting.
- Future-Proof Operations: Stay current with the latest Avaya platform capabilities and updates.
Empower your contact center with tailored solutions and advanced analytics using the Avaya WFO R15.2 SDK, designed for efficient business operations.
What This Enables
Enable Custom Agent Performance Dashboards
Enable teams to build personalized dashboards that display key performance indicators relevant to specific agent roles. Streamline performance monitoring by providing agents and supervisors with real-time, actionable insights.
cloud-based contact center, on-premises telephony, hybrid IT environment, unified communications
Integrate WFM with HR and Payroll Systems
Streamline workforce operations by integrating Avaya WFM data with existing HR and payroll platforms. Automate the transfer of scheduling and attendance information, reducing manual data entry and potential errors.
on-premises telephony, hybrid IT environment, business process automation, internal IT management
Develop Advanced Quality Monitoring Workflows
Automate and enhance quality assurance processes by developing custom workflows for call recording analysis and agent scoring. Enable teams to identify training needs more effectively and ensure consistent service quality.
contact center operations, unified communications, on-premises telephony, IT infrastructure management
Key Features
Software Development Kit (SDK)
Allows for the creation of custom applications and integrations to extend Avaya QM and WFM functionality.
Quality Management (QM) Module Access
Enables enhanced monitoring, evaluation, and coaching of agent interactions to improve service quality.
Workforce Management (WFM) Module Access
Provides tools for forecasting, scheduling, and managing agent adherence to optimize staffing levels.
Subscription Licensing
Offers predictable operational expenses and access to the latest software updates and features.
Platform Integration
Facilitates integration with existing Avaya contact center infrastructure for a unified solution.
Industry Applications
Finance & Insurance
Financial institutions require robust QM for compliance and WFM for managing high-volume customer interactions and adhering to strict regulatory standards.
Healthcare & Life Sciences
Healthcare providers need secure and compliant communication channels, making advanced QM for patient interaction quality and WFM for staff scheduling critical.
Retail & Hospitality
These sectors benefit from optimized agent scheduling via WFM to handle peak customer demand and QM to ensure consistent service quality across diverse customer touchpoints.
Government & Public Sector
Public sector agencies often have specific compliance and reporting requirements that can be met through customized QM and WFM solutions developed using the SDK.
Frequently Asked Questions
What is the Avaya WFO R15.2 SDK?
The Avaya WFO R15.2 SDK is a set of tools and interfaces that allows developers to create custom applications and integrations for Avaya's Quality Management and Workforce Management solutions. It is provided as a software subscription.
Who is the intended user for this SDK?
This SDK is intended for IT professionals and developers within businesses that use Avaya contact center solutions. It enables them to tailor the QM and WFM functionalities to meet specific operational needs.
What are the benefits of using the SDK for QM and WFM?
Using the SDK allows for enhanced customization of quality monitoring and workforce scheduling, deeper integration with other business systems, and the development of specialized reporting. This leads to improved agent performance, operational efficiency, and better customer experiences.
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.