KnoahSoft expands multi-vendor integration support to include Avaya Aura Contact Center and Avaya Contact Center Select

PRESS RELEASE: KnoahSoft, a global workforce optimization solutions provider, announced today that version 4.5 of its comprehensive Workforce Optimization suite, Harmony, is generally available.

Contact Centre CLUB

KnoahSoft Harmony™ gives contact centers enterprise-level interaction recording, quality, performance and workforce management, and analytics functionality with the lowest total cost of ownership. Harmony is a secure web-based platform that is seamlessly integrated from end-to-end to provide the ultimate in flexibility, scalability and ease of use.

Whether you are a large enterprise, a small- to medium-sized business or a business with branch and at-home workers, KnoahSoft Harmony 4.5 delivers contact centers a comprehensive, yet affordable and tightly integrated set of web-based workforce optimization modules that directly connect to a wide range of leading telephony and contact center platforms.

The KnoahSoft Harmony 4.5 release extends the list of multi-vendor support by delivering seamless integration for the Avaya Aura Contact Center and Avaya Contact Center Select customer engagement platforms. Integration for Avaya IP Office is targeted to be made available at the end of October 2015 as part of the 4.5.1 release.

KnoahSoft Harmony 4.5 also brings time zone normalization for multi-tenancy Cloud deployments, TDM station and H-323 trunk side recording, and Mp4 audio support for call downloads.

Complementing the expanded integration support, KnoahSoft Harmony 4.5 supplies a surplus of usability enhancements that include advanced search capabilities for call recordings and quality evaluations, such as the ability to leverage the speech analytics engine to search for recorded calls using “begins with,” “ends with” and “not” prompts. Quality management usability enhancements include evaluating customer interactions directly from the call recording or playback screen and testing quality management forms for training and process improvement initiatives.

“This KnoahSoft Harmony release represents a significant milestone for Avaya customers and the Avaya partner ecosystem. KnoahSoft Harmony 4.5 offers Avaya customers and Avaya partners a flexible, proven and comprehensive workforce optimization solution that directly integrates with Avaya’s leading customer engagement platforms. Now Avaya customers and partners can address their customer experience requirements with a robust solution that delivers an excellent return-on-investment. ” – KAREN HARDY, SENIOR DIRECTOR, CUSTOMER ENGAGEMENT SOLUTIONS PRODUCT MANAGEMENT, AVAYA

“Harmony 4.5 adds one more set of leading telephony connectors to our growing portfolio. This release further solidifies KnoahSoft’s ongoing commitment to deliver a wide range of multi-vendor telephony connectors and leading capabilities to help contact centers improve the customer experience they deliver while improving the productivity and efficiency of their entire staff – at the very best value – for contact centers that range from tens of agents to thousands of agents.” – SUBHASH KOTHURU, CHIEF OPERATING OFFICER, KNOAHSOFT