Tephra Workforce Management Solution from VORAN TECNOLOGIA
Tephra Workforce Management Solution from VORAN TECNOLOGIA Keeping a contact center properly staffed can mean the difference between a satisfied customer and a lost opportunity. Manually forecasting peak calling periods, individual work schedules and vacations for a busy contact center can be costly and time prohibitive. VORAN TECNOLOGIA, an Avaya
be configured and customized to fit highly
DevConnect Technology Partner, helps
complex contact center environments,
solve this challenge by providing a
including those that encompass multi-skill,
complete business intelligence repository
multi-ACD and blended services. Managers
that covers an organization’s full operation
can also track real-time activities and
lifecycle. With the Tephra Workforce
compare the current activity level with
Management solution, companies can
forecast models to identify gaps and take
generate accurate forecast and individual
corrective action. Forecast reports, real-time
work schedules, as well as a complete
monitoring and gap analysis as well as agent
solution for day-to-day operations.
information are available in line and pie chart format, and can be exported into Microsoft
Tephra Workforce Management solution
Excel for additional analysis.
works closely with Avaya Call Management System, providing a comprehensive end-toend workforce management solution. The
Features
Avaya Call Management system is a data-
• End-to-end solution for planning
base, administration, and reporting application for enterprises to monitor and analyze their contact center performance, viewing live, real-time information and immediately seeing the results of their adjustments.
management • Control and follow-up management • Scheduling and vacation management • Timesheet and online billing
Tephra collects real-time and historical data
• Quality assurance
from the Call Management System and
• Assets and layout management
combines it with data from other legacy
• Financial management
systems to create forecasting models and updated real-time activity reports to help
• Recruitment and training
keep the contact center running smoothly. Tephra allows managers to forecast and manage day-to-day operations for inbound calls, chat and email services, as well as outbound calling programs. The reports can
Benefits • Improve performance and quality of customer contact • Reduce staff turnover
avaya.com | 1
• Increase average call forecasting accuracy • Lower call abandon rates • Raise occupancy rate • Validate clocking events in real-time
About DevConnect The Avaya DevConnect Program provides a wide range of developer resources, including access to APIs and SDKs for Avaya products, developer tools, technical support options and training materials. Registered membership is free to anyone interested in designing Avaya-compatible solutions. Enhanced Membership options offer increased levels of technical support, compliance testing, and co‑marketing of innovative solutions compatible with standards-based Avaya solutions. To learn more, or register for membership, please visit www.avaya.com/ devconnect.
• Support for complex and flexible schedules such as fixed, split, variable by day, customer-defined events, history of employee worked time, absences, late arrivals and early departures
System Requirements Client Desktop • Pentium IV or higher • 2 GB RAM • 20 GB hard disk space • .Net Framework 1.1, 2.0 e 3.5 • Microsoft Internet Explorer 7.0 or higher
Server • 2 Intel Xeon Quad-Core 3.6 GHz processors • 6 separate 300 GB hard disk space (15k) (Raid 1+0) • 8 GB RAM 1333 MHz or higher • Microsoft Windows Server 2008 • Microsoft SQL Server 2008
Learn More To learn more about Avaya solutions and DevConnect partner VORAN TECNOLOGIA, contact your Avaya Account Manager or Avaya Authorized Partner. Or, visit us online at
About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
2
| avaya.com
www.avaya.com.
About VORAN TECNOLOGIA LTDA Based in Brazil, VORAN TECNOLOGIA provides technological and intelligent customer relationship solutions. Its flagship solution, Tephra Workforce Management, is a leader in the workforce management market in Brazil, with over 100,000 active licenses in use at more than 100 sites. In addition, Tephra’s Home Based/SecurityBoot solution is used by more than 600 home-based agents, making it one of the largest home agent solutions in Latin America. VORAN solutions are used throughout Brazil and in many European cities, by clients in multiple industries. For more information, visit www.voran.com.br. © 2012 Avaya Inc. All Rights Reserved. All trademarks identified by ®, ™, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. 04/12 • UC7032DEV
be configured and customized to fit highly
DevConnect Technology Partner, helps
complex contact center environments,
solve this challenge by providing a
including those that encompass multi-skill,
complete business intelligence repository
multi-ACD and blended services. Managers
that covers an organization’s full operation
can also track real-time activities and
lifecycle. With the Tephra Workforce
compare the current activity level with
Management solution, companies can
forecast models to identify gaps and take
generate accurate forecast and individual
corrective action. Forecast reports, real-time
work schedules, as well as a complete
monitoring and gap analysis as well as agent
solution for day-to-day operations.
information are available in line and pie chart format, and can be exported into Microsoft
Tephra Workforce Management solution
Excel for additional analysis.
works closely with Avaya Call Management System, providing a comprehensive end-toend workforce management solution. The
Features
Avaya Call Management system is a data-
• End-to-end solution for planning
base, administration, and reporting application for enterprises to monitor and analyze their contact center performance, viewing live, real-time information and immediately seeing the results of their adjustments.
management • Control and follow-up management • Scheduling and vacation management • Timesheet and online billing
Tephra collects real-time and historical data
• Quality assurance
from the Call Management System and
• Assets and layout management
combines it with data from other legacy
• Financial management
systems to create forecasting models and updated real-time activity reports to help
• Recruitment and training
keep the contact center running smoothly. Tephra allows managers to forecast and manage day-to-day operations for inbound calls, chat and email services, as well as outbound calling programs. The reports can
Benefits • Improve performance and quality of customer contact • Reduce staff turnover
avaya.com | 1
• Increase average call forecasting accuracy • Lower call abandon rates • Raise occupancy rate • Validate clocking events in real-time
About DevConnect The Avaya DevConnect Program provides a wide range of developer resources, including access to APIs and SDKs for Avaya products, developer tools, technical support options and training materials. Registered membership is free to anyone interested in designing Avaya-compatible solutions. Enhanced Membership options offer increased levels of technical support, compliance testing, and co‑marketing of innovative solutions compatible with standards-based Avaya solutions. To learn more, or register for membership, please visit www.avaya.com/ devconnect.
• Support for complex and flexible schedules such as fixed, split, variable by day, customer-defined events, history of employee worked time, absences, late arrivals and early departures
System Requirements Client Desktop • Pentium IV or higher • 2 GB RAM • 20 GB hard disk space • .Net Framework 1.1, 2.0 e 3.5 • Microsoft Internet Explorer 7.0 or higher
Server • 2 Intel Xeon Quad-Core 3.6 GHz processors • 6 separate 300 GB hard disk space (15k) (Raid 1+0) • 8 GB RAM 1333 MHz or higher • Microsoft Windows Server 2008 • Microsoft SQL Server 2008
Learn More To learn more about Avaya solutions and DevConnect partner VORAN TECNOLOGIA, contact your Avaya Account Manager or Avaya Authorized Partner. Or, visit us online at
About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
2
| avaya.com
www.avaya.com.
About VORAN TECNOLOGIA LTDA Based in Brazil, VORAN TECNOLOGIA provides technological and intelligent customer relationship solutions. Its flagship solution, Tephra Workforce Management, is a leader in the workforce management market in Brazil, with over 100,000 active licenses in use at more than 100 sites. In addition, Tephra’s Home Based/SecurityBoot solution is used by more than 600 home-based agents, making it one of the largest home agent solutions in Latin America. VORAN solutions are used throughout Brazil and in many European cities, by clients in multiple industries. For more information, visit www.voran.com.br. © 2012 Avaya Inc. All Rights Reserved. All trademarks identified by ®, ™, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. 04/12 • UC7032DEV
