Avaya Workspaces is a browser-based application through which contact center agents can handle inbound customer interactions. The types of interactions can be Voice, Email, SMS, Chat, Social Media, Messaging, or Generic. Agents can also make outbound voice calls and create ad-hoc emails. The intuitive user interface provides features for toggling between multiple, simultaneous interactions through different channels.

Avaya Workspaces enables seamless collaboration with customers, partners, and other users within and outside the organization. With this interface, agents can access the relevant information in a securely and reliably.

Every interaction is displayed as an interaction card. Using interaction cards, agents can:

• Receive the interaction: Accept interactions with a single click.

• Hold or resume the voice interaction: Put an active voice interaction on hold when another interaction with a higher priority must be attended.

• Consult another agent: Seek advice about an interaction.

• Transfer the interaction to another agent: Send the interaction to the interaction area of another agent.

• Add another agent to the interaction: Create a conference with another agent when the other agent can contribute to resolving the customer interaction.

• Record work codes for reporting: Select from the configured work codes to report the type of work done during the interaction.

• Record disposition codes for reporting: Select from the configured disposition codes to add disposition to the interaction.

• Defer email interaction using interaction cards.

Avaya Workspaces provides the following major features:

• Customer journey: The system displays a graphical representation of the customer interactions. Every point in the customer journey is visualized by an interaction with a channel, such as voice or chat.

• Co-Browse: Two users can browse the same web page simultaneously. Agents can also assist customers with requests, such as filling an application form.

• Screenpops: Agents are presented with external webpages that can assist them in completing their tasks. For example, external websites with information such as current currency exchange rates.

• Customer history: Users can search customer history to find information about previous interactions with the customer.

• Real-time reporting: Users can access the supervisor reporting dashboard to run real-time reporting dashboards for monitoring up-to-date statistics of your contact center and resources.

• Integration with Proactive Outreach Manager: If Proactive Outreach Manager is configured for Avaya Workspaces, when a user logs in to Avaya Workspaces, Proactive Outreach Manager sends a nail-up call to the user deskphone. When the user answers the deskphone and changes to ready state on Avaya Workspaces, the agent receives outbound work cards. Avaya Workspaces displays the customer details and script widgets with information to help complete the call.

For accessibility purposes, Avaya Workspaces is optimized to conform with Section 508 and WCAG 2.0 AA standards.

Avaya Workspaces provides:

• Access to most content and controls using the keyboard or mouse.

• Alternative text and labels to assist users with screen-readers.

• A color palette that meets requirements for users with visual impairments.