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Avaya Workforce Engagement from Avaya
Comprehensive call recording and quality management solution for insurance providers. Includes voice and screen recording, automated quality evaluations, and performance analytics. Designed to improve customer experience and ensure compliance with industry regulations.
Product analysis by function
Call Recording and Quality Monitoring Systems for Customer Service
Solutions that record customer interactions, facilitate quality assessment, and identify training opportunities for service representatives.
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Call Recording Capabilities
(12 Yes /12 Known /14 Possible features)
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Automatic Call Recording All incoming and outgoing calls are recorded automatically without manual intervention. |
Product documentation highlights that all calls can be recorded automatically for compliance and quality purposes. | |
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On-Demand Recording Users can manually start or stop a recording during an active call. |
Avaya supports on-demand, user-initiated recording as part of its recording suite. | |
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Screen Recording Captures agents’ desktop activity alongside audio during interactions. |
Product notes include 'screen recording' alongside voice capturing for each interaction. | |
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Multi-Channel Recording Enables capturing of calls from multiple communication channels (e.g., phone, VoIP, chat, video). |
Multi-channel (voice, chat, video) support referenced in solution's omni-channel capabilities. | |
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Stereo/Mono Channel Support Ability to record calls in either stereo or mono audio format. |
No information available | |
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Recording Retention Period The duration for which call recordings are stored and accessible. |
No information available | |
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Recording Search Functionality Advanced search options by date, agent, customer, keywords, or other metadata. |
Advanced search and retrieval cited in Avaya Workforce Engagement Management user guides. | |
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Tagging & Annotations Agents or reviewers can attach notes or tags to specific points in a recording. |
Agents and supervisors can tag or annotate recordings, as specified in Avaya documentation. | |
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Selective Call Recording Rules to record only specific interactions based on predefined criteria (e.g., VIP clients, escalations). |
Selective recording possible via rules-based configuration (e.g., by agent, customer type). | |
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Live Monitoring Supervisors can listen to ongoing calls in real time. |
Supervisors can live monitor calls, as outlined in the Live Monitoring functionality. | |
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Download Options Ability for authorized users to download recordings for offline analysis or legal purposes. |
Download of call and screen recordings is a key feature for compliance/legal use cases. | |
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High-Definition Audio Support Supports HD audio codecs for superior recording clarity. |
Avaya advertises HD audio support for high recording clarity. | |
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Recording Encryption Records are encrypted during storage and transmission to meet security standards. |
Encryption in storage and in transit is standard due to compliance and data security requirements. | |
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Integration with Telephony Systems Direct integration with existing PBX, VoIP, or cloud telephony infrastructure. |
Integrates with Avaya PBX, VoIP, and third-party telephony (direct documentation reference). |
Quality Monitoring & Assessment Tools
(9 Yes /9 Known /15 Possible features)
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Scorecard Framework Customizable templates to evaluate agent performance on specific criteria. |
Includes custom, template-driven agent scorecards for evaluations. | |
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Automated Quality Analysis AI-driven sentiment, emotion, and compliance detection for automated scoring. |
Automated quality analysis and scoring leveraging AI/ML is described among capabilities. | |
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Calibration Tools Tools to align quality standards across evaluators for consistent scoring. |
No information available | |
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Real-Time Feedback Provides immediate feedback to agents based on ongoing assessments. |
Instantaneous and real-time feedback is provided through the analytics dashboards. | |
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Dispute/Appeal Management Process for agents to challenge or appeal quality evaluations. |
No information available | |
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Quality Trends Dashboard Visual analytics on quality scores, trends, and areas for improvement. |
Dashboards chart agent quality trends and areas to improve. | |
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Sampling Logic Customizable logic to determine which calls are selected for quality review. |
Calls are sampled for review using custom logic, described in documentation. | |
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Evaluation Workflow Management Structured workflow for assigning, reviewing, and approving quality assessments. |
Quality assessment process is managed via workflow functions within the platform. | |
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Agent Self-Assessment Tools Allows agents to assess their own calls for self-improvement. |
No information available | |
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Anonymous Evaluations Evaluations can be completed without the agent being aware of the reviewer’s identity. |
No information available | |
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Integration with eLearning/LMS Connects with learning management solutions to trigger relevant training modules. |
No information available | |
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Coaching Assignment Enables supervisors to link quality feedback directly to follow-up coaching sessions. |
Coaching assignments are managed within the workflow system. | |
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Trend Analysis Over Time Analyzes improvement or decline in agent metrics across periods. |
Trend analysis is part of analytics dashboard functions. | |
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Multi-Language Support Assessment tools support evaluation in multiple languages for global teams. |
No information available | |
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Benchmarking Capabilities Compares quality scores against industry or internal benchmarks. |
Benchmarking/cross-comparison is included in performance analytics. |
Compliance & Data Protection
(13 Yes /13 Known /13 Possible features)
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GDPR Compliance Supports compliance with EU General Data Protection Regulation for personal data handling. |
Avaya advertises GDPR compliance for EU customers. | |
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PCI DSS Compliance Allows secure handling of payment details per Payment Card Industry standards. |
PCI DSS compliance referenced due to support for financial institutions/payment compliance. | |
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HIPAA Compliance Enables secure management of health information in line with US regulations. |
HIPAA and healthcare compliance noted for US healthcare contact centers. | |
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Data Masking Tools Masks or redacts sensitive information from recordings and transcriptions. |
Data masking/redaction supported in certain deployment modes, per feature matrix. | |
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Audit Log Detailed log and history of access or changes to recorded data. |
Audit logging is a standard compliance function in the platform. | |
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Consent Management Captures and manages explicit customer consent for recording. |
Consent management for recording is required for insurance/call center compliance and is referenced. | |
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Policy-Based Retention Rules Allows creation of granular policies for deletion of recordings based on type/age. |
Policy-based recording retention rules are commonly configurable. | |
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Legal Hold Capabilities Prevents deletion of recordings that are subject to litigation or investigation. |
Legal hold can be enabled on particular records, cited in compliance documentation. | |
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User Access Controls Role-based permissions for system and recording access. |
Granular, role-based access controls are built in. | |
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Recording Redaction Manually or automatically remove segments of recordings containing sensitive data. |
Recording redaction supported by policy or manual interaction in Avaya systems. | |
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Encryption at Rest and In Transit Ensures all recordings are encrypted both in storage and during transmission. |
Recordings are encrypted both at rest and in transit. | |
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Compliance Reporting Automated compliance status and violation notifications for audits. |
Compliance dashboards/reports available to support audits. | |
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Secure Deletion Permanently removes data from storage devices after the retention period expires. |
Secure deletion is advertised as complying with GDPR and other regulatory requirements. |
Integration & Interoperability
(8 Yes /8 Known /9 Possible features)
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CRM Integration Seamless connection to customer relationship management systems (e.g., Salesforce, MS Dynamics). |
CRM integrations (Salesforce, etc.) supported as per Avaya documentation. | |
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Workforce Management Integration Synchronizes quality results with workforce optimization and scheduling tools. |
Integration with workforce management, cited in WEM solution overview. | |
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API Availability APIs for extracting recordings, analytics, or quality data programmatically. |
API availability is standard for data extraction and integration. | |
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Reporting/BI Tool Integration Export data into business intelligence or analytics platforms. |
Built-in BI/reporting tool integrations referenced on product page. | |
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Single Sign-On (SSO) Supports single sign-on for user authentication using corporate credentials. |
SSO via SAML, LDAP/AD is part of enterprise security model. | |
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Telephony/Contact Center Integration Plugs into leading telephony and contact center solutions (Genesys, Avaya, Cisco, Five9, etc.). |
Compatible with contact center telephony environments (Avaya, Cisco, Genesys, etc.). | |
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Cloud Platform Compatibility Works with preferred cloud services (e.g., AWS, Azure, Google Cloud Platform). |
Works with leading cloud vendors: AWS, Azure mentioned in deployment guides. | |
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Chat/Email Recording Integration Records non-voice interactions for omnichannel monitoring. |
Includes support for chat/email recording as part of the omni-channel suite. | |
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Data Migration Tools Facilitates migration of legacy recordings to the new system. |
No information available |
Reporting & Analytics
(10 Yes /10 Known /10 Possible features)
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Standard Reporting Suite Pre-built, out-of-the-box reports for common metrics and KPIs. |
Standard out-of-the-box reporting on common KPIs. | |
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Custom Report Builder Allows users to build bespoke reports using system data. |
User-customizable report creation is available. | |
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Real-Time Analytics Dashboard Live display of key statistics and ongoing interaction metrics. |
'Real-time metrics' listed as a main feature. | |
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Speech Analytics Automatic analysis of call transcripts for keywords, sentiment, emotion, and intent. |
Speech analytics, including keyword and sentiment analysis, marketed as solution differentiator. | |
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Text Analytics Analyzes chat and email transcripts for trends and compliance. |
Text analytics included as part of omni-channel QA suite. | |
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Trend Visualization Graphical visualizations for quality, compliance, and volume metrics. |
Graphical visualization of analytics, trends included in user dashboard. | |
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Export to CSV/XLS/PDF Data export options for sharing or external analysis. |
Can export reports/data to standard file formats. | |
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Scheduled Reports Ability to automate and schedule report generation and delivery. |
Report scheduling options available for delivery and automation. | |
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Customizable KPI Tracking Define, track, and visualize custom key performance indicators. |
KPI dashboards can be tailored to organization needs. | |
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Alerts & Notifications Automated alerts for threshold breaches or compliance violations. |
Automated alerting for compliance or quality threshold breaches. |
User Management & Accessibility
(6 Yes /6 Known /8 Possible features)
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Role-Based Access Control Restricts or permits user actions based on role (admin, supervisor, agent, auditor, etc.). |
Role-based permissions described in IT admin guide. | |
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Multi-Tenancy Support Serve multiple independent business units with one platform instance. |
No information available | |
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Accessibility Compliance (WCAG/ADA) Supports users with disabilities in meeting accessibility standards. |
Accessibility compliance noted to meet major regulatory standards (WCAG/ADA). | |
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Self-Service Portal Enables users to manage their own settings, searches, and downloads. |
Self-service portals are provided for user management and retrieval. | |
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Audit Trails Tracks user access and actions throughout the application. |
User audit trails are built into administration and compliance reports. | |
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Multi-Language UI Interface is available in multiple languages for global teams. |
Multi-language UI is often supported per deployment/client requirements. | |
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Mobile Access Web/mobile applications enable supervisors or executives to access insights remotely. |
Mobile and web app access for supervisors and executives. | |
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User Provisioning Automation Bulk user creation and updates using directory integration (LDAP, AD, etc.). |
No information available |
Scalability & Performance
(3 Yes /3 Known /7 Possible features)
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Concurrent Users Supported Maximum simultaneous user connections supported. |
No information available | |
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Recording Storage Capacity Total volume of audio/video recordings system can retain. |
No information available | |
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Average Search Speed Time taken to retrieve recordings with standard search criteria. |
No information available | |
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High Availability (HA) Architecture Redundancy and failover features for continuous operation. |
High availability and redundancy referenced for uptime and business continuity. | |
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Load Balancing Support Balances workload across system resources for peak traffic. |
Load balancing included in architecture diagrams for solution resilience. | |
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Elastic Scaling Dynamically increases/decreases resources as call volume fluctuates. |
Platform supports elastic scaling on cloud deployments. | |
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Rapid Onboarding Time Average time to fully implement and onboard a new user or team. |
No information available |
Training & Coaching Facilitation
(5 Yes /5 Known /7 Possible features)
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Automated Training Assignment System triggers relevant training modules following failed quality assessments. |
No information available | |
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Coaching Session Scheduling Allows supervisors to schedule and track coaching sessions within the platform. |
Supervisors can schedule and track coaching sessions within the system. | |
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Call Snippet Bookmarking Mark and extract key interaction moments for use in training sessions. |
Key call moments can be tagged and bookmarked for training purposes. | |
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Integrated Knowledge Base Repository of reference materials accessible for on-demand agent learning. |
Integrated knowledge base referenced as available to agents. | |
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Performance Goal Tracking Set and monitor progress toward individual or team improvement objectives. |
Performance goal tracking included in coaching/assessment modules. | |
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Peer Comparison Dashboards Visual representations of agent performance against peers for motivational insights. |
No information available | |
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Feedback Loop Recording Ability to track and review the effectiveness of coaching interventions over time. |
Feedback on coaching interventions is tracked across sessions. |
Deployment & Hosting Options
(7 Yes /7 Known /7 Possible features)
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On-Premise Deployment Available as locally installed software within the corporate network. |
Supports on-premise installation; standard for Avaya's customer base. | |
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Public Cloud Hosting Offered as a managed service in public cloud environments. |
Available as managed service in public clouds; AWS/Azure support listed. | |
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Private Cloud Hosting Deployed within an isolated, dedicated cloud infrastructure. |
Private cloud and hosted options described in solution overview. | |
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Hybrid Deployment Supports mixed on-premise and cloud deployments for flexibility. |
Hybrid deployment support (on-prem/cloud mix) for flexibility. | |
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Disaster Recovery Options Automated backups and failover in case of data center outages. |
Disaster recovery options and failover are cited in compliance/SLA materials. | |
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Regional Data Residency Ability to specify the geographic location of recorded data. |
Regional data residency supported for GDPR and similar compliance. | |
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Multi-Region Redundancy Data and services replicated across geographic regions for resilience. |
Multi-region redundancy referenced in cloud deployment details. |
Usability & Interface
(7 Yes /7 Known /7 Possible features)
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Modern Web-Based UI Interface designed for ease of use, clarity, and fast workflow. |
Modern intuitive web UI described as redesigned for optimal user experience. | |
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Customizable Dashboards Users and managers can tailor dashboard layouts and views. |
Dashboards can be tailored to user or team preferences. | |
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Guided Workflows Step-by-step processes for common tasks such as evaluations or call reviews. |
Guided workflows available for reviews, evaluations, and agent onboarding. | |
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Bulk Actions & Shortcuts Enables batch processing for repetitive administrator and reviewer tasks. |
Bulk actions possible for admin and reviewer tasks. | |
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Contextual Help & Tooltips Inline help resources directly available during navigation. |
Help and tooltips present throughout the UI. | |
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Agent & Supervisor Modes UI customizes features based on user role for simplicity. |
Dedicated modes for agents and supervisors, simplifying the experience. | |
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Instant Search Bar Search for calls, agents, or feedback instantly from any screen. |
Instant search available from dashboard and most screens. |
Support & Vendor Services
(7 Yes /7 Known /7 Possible features)
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24x7 Support Availability Customer support accessible around the clock. |
24x7 support offered to enterprise customers and partners. | |
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Dedicated Account Manager Single point of contact for all account-related needs. |
Dedicated CSM/account managers typically assigned to enterprise contracts. | |
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Vendor-Led Training Programs Formal onboarding and refresher courses delivered by vendor. |
Onboarding and product training handled by Avaya or its certified partners. | |
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User Community & Knowledge Forums Access to peer community and collective learning resources. |
Product ecosystem includes user community and knowledge forums. | |
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Service Level Agreements (SLAs) Documented uptime, response, and resolution targets. |
Service Level Agreements (uptime, response) provided with enterprise contracts. | |
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Regular Feature Updates Continuous delivery of new capabilities and improvements. |
Regular feature updates published and delivered to customers. | |
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Professional Services Offering Access to consulting on system adoption, integration, and best practices. |
Professional services, consulting, and integration expertise available to clients. |
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