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Avaya Workforce Engagement Workforce Management
What it is
Avaya Workforce Engagement Workforce Management is a capability within Avaya Experience Platform Workforce Engagement, a suite of cloud services for workforce optimization. It supports forecasting and scheduling for large employee populations and complex scheduling periods, including demand forecasting, skills-based scheduling, and intraday management. Its hiring capability uses AI and virtual interviewing to assess applicants, with stated aims of improving candidate quality, time to hire, and employee retention. The wider suite includes Performance Management, interaction recording, quality management, interaction analytics, and desktop and process analytics. Integration packages can collect contact statistics and real-time employee state data, and export schedules, employee data, and time records. The deployment is described as zero-footprint SaaS, with cloud-hosted services managed by the provider. Customers remain responsible for communication infrastructure and desktop and mobile applications. Connections involving those systems, archive storage, identity providers, and the service use encrypted channels.
For and against
For
- Demand forecasting
- Skills-based scheduling
- Intraday management
- Encrypted connections to the service
Against
- No public price stated
- Customers remain responsible for communication infrastructure
- Customers are responsible for desktop and mobile applications
The verdict
The workforce management capability combines forecasting, scheduling, and applicant assessment within a broader workforce engagement suite. Buyers should consider the customer-side infrastructure and application responsibilities and contact Avaya for pricing.
Who it suits
This capability may suit organizations managing large employee populations or complex scheduling periods. Customers should account for responsibility for their communication infrastructure and desktop and mobile applications.
Plans and prices
Avaya Workforce Engagement Workforce Management
No public price stated · Contact Avaya for details
Read 8 Oct 2026 · avaya.com
On the record
- Adapters
- Workforce Management integration packages can collect contact statistics and real-time employee state data, and can export schedules, employee data, and time records.support.avaya.com · read 8 Oct 2026
- Cloud deployment
- The Avaya Experience Platform Workforce Engagement deployment is described as a zero-footprint SaaS offering with cloud-hosted WFO services managed by the service provider.support.avaya.com · read 8 Oct 2026
- Communication data
- Integration services receive CTI events and WFM and Performance Management data feeds from communication infrastructure such as a switch or ACD.support.avaya.com · read 8 Oct 2026
- Company headquarters
- Avaya lists its corporate headquarters at 350 Mt. Kemble Avenue, Morristown, New Jersey 07960, USA.avaya.com · read 8 Oct 2026
- Customer responsibilities
- The customer is responsible for the communication infrastructure, which may be on premises or in a third-party cloud, and for desktop and mobile applications.support.avaya.com · read 8 Oct 2026
- Forecasting and scheduling
- The Workforce Management capability supports forecasting and scheduling for large employee populations and complex scheduling periods.documentation.avaya.com · read 8 Oct 2026
- Hiring
- Workforce Management uses AI and virtual interviewing to assess applicants and is described as helping improve candidate quality, time to hire, and employee retention.documentation.avaya.com · read 8 Oct 2026
- Identity management
- Customers can use a third-party identity provider for Workforce Engagement identities or ask the service provider to manage them.support.avaya.com · read 8 Oct 2026
- Mobile access
- The deployment guide describes mobile applications for users, including Workforce Management applications.support.avaya.com · read 8 Oct 2026
- Pricing
- Avaya's product page directs visitors to contact Avaya rather than listing a Workforce Management price.avaya.com · read 8 Oct 2026
- Purpose
- Workforce Management is part of Avaya Experience Platform Workforce Engagement, a suite of cloud services for workforce optimization.support.avaya.com · read 8 Oct 2026
- Security
- The deployment guide says connections between desktops, mobile devices, archive storage, identity providers, and the service use encrypted channels.support.avaya.com · read 8 Oct 2026
- Suite capabilities
- The Workforce Engagement suite includes Workforce Management, Performance Management, interaction recording, quality management, interaction analytics, and desktop and process analytics.support.avaya.com · read 8 Oct 2026
