KnoahSoft, a provider of VoIP applications for contact centers, announced that its workforce optimization (WFO) solution, Harmony, is compatible with Avaya Aura Communication Manager 6.0.1 using Avaya Aura Application Enablement Services 6.1.1. Harmony helps contact centers effectively manage their business operations with real-time and offline data.
“The completion of compliance testing demonstrates our commitment to giving our Avaya customers and partners an affordable, comprehensive, compatible WFO suite for Avaya Aura Communication Manager,” said Ralph Barletta, president and co-founder of KnoahSoft, in a statement.
Based on an open, standards-based platform, Harmony’s innovative architecture gives the flexibility to incorporate contact center management best practices easily and cost-effectively, enabling customers to uncover new possibilities to get the best out of their communications infrastructure.
As a Technology Partner of Avaya, KnoahSoft is eligible to submit products for compliance testing by the Avaya Solution Interoperability and Test Lab. The product undergoes a comprehensive test plan designed by a team of Avaya engineers.
KnoahSoft‘s Harmony supports innovative features such as call recording, quality and performance management initiatives. The VoIP-enabled, 100 percent Web-based solution enables call, email and chat session review in a PCI-compliant, services-oriented, open reporting framework.
By delivering all the data collected via recording, surveying and speech analytics, the solution helps improve agent performance and quality. It provides supervisors with a collaborative environment to support agents through messaging, monitoring, e-learning and coaching modules.
“KnoahSoft’s latest update to their workforce optimization solution has undergone formalized interoperability testing,” said Eric Rossman, vice president, developer relations, Avaya, in a statement. “By working with independent technology companies through the Avaya DevConnect Program to assess compatibility, this helps us ensure that Avaya customers can confidently upgrade and leverage the latest technologies from Avaya.”
In another significant achievement recently, KnoahSoft announced that TMC named Harmony as a Customer Interaction Solutions 2011 Product of the Year Award winner. Customer Interaction Solutions magazine is the leading publication covering CRM, call centers and teleservices since 1982.