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Avaya Experience Platform from Avaya
A cloud-based contact center solution for financial services with features tailored for pension fund member administration including secure authentication, benefit inquiry handling, document management, and integration with pension administration systems. Includes compliance recording and reporting specific to financial services regulations.
Product analysis by function
Call Center Technology for Member Administration
Integrated telephone systems, CRM software, and knowledge bases that support member service representatives in responding to inquiries and service requests from pension plan participants.
More Call Center Technology
More Member Administration ...
Call Handling and Routing
(10 Yes /10 Known /12 Possible features)
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Automatic Call Distribution (ACD) System that automatically routes incoming calls to the most appropriate agent based on predefined rules, skills, or availability. |
As a cloud-based contact center platform, Avaya Experience Platform provides Automatic Call Distribution (ACD) as a core function. | |
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Interactive Voice Response (IVR) Automated system that interacts with callers through voice commands or keypad selections to direct inquiries before reaching an agent. |
Avaya provides Interactive Voice Response (IVR) as a standard component in its contact center solutions. | |
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Skills-based Routing Capability to route calls to agents with specific pension expertise (benefits, contributions, retirement planning, etc.). |
Skills-based routing is explicitly offered to connect calls to appropriately skilled agents. | |
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Queue Management System to manage waiting callers with features like callback options, position announcements, and estimated wait times. |
Queue management features such as callbacks and position-in-queue announcements are standard in Avaya’s offering. | |
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Call Prioritization Ability to prioritize calls based on member status, urgency, or other defined criteria. |
Call prioritization based on member status or urgency can be configured as part of Avaya’s call routing. | |
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Maximum Queue Time The maximum time a caller is expected to wait in queue before being connected to an agent. |
No information available | |
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Call Capacity Maximum number of concurrent calls the system can handle without degradation. |
No information available | |
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Virtual Hold Technology Allows callers to maintain their place in queue without staying on the line, receiving a callback when an agent becomes available. |
Avaya offers virtual hold/callback functionality so callers can retain their queue position without staying on the line. | |
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Multi-language Support Ability to route calls to agents with specific language skills or provide automated translations. |
Multi-language support is available for routing or self-service, in line with Avaya's financial services focus. | |
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Emergency Override Routing Capability to implement emergency routing protocols during high call volume periods or system issues. |
Emergency override routing is typically a configurable feature in enterprise-grade call centers such as Avaya. | |
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Overflow Routing Automated routing of calls to secondary queues or external support when primary resources are at capacity. |
Overflow routing to secondary/external queues is available in the Avaya platform. | |
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Call Back Scheduling Allows members to schedule specific callback times that fit their availability. |
Call back scheduling is supported via queue management and virtual hold options for callback. |
Member Authentication and Security
(8 Yes /8 Known /12 Possible features)
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Multi-factor Authentication System that requires multiple verification methods to confirm caller identity. |
Multi-factor authentication is noted as a feature for secure member administration in financial environments. | |
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Voice Biometrics Technology that identifies members by their unique voice patterns, reducing the need for security questions. |
No information available | |
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Knowledge-based Authentication System that verifies identity through questions about personal information or account history. |
Knowledge-based authentication is a common secure member verification offered in financial call centers. | |
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Secure PIN/Password Validation Capability to securely validate member-created PINs or passwords without agent visibility. |
Secure PIN/password validation is part of Avaya's authentication suite for financial services. | |
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Call Recording Encryption Technology that encrypts recorded calls containing sensitive pension information. |
Call recording encryption for compliance is explicitly mentioned as a financial services feature. | |
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Automatic Sensitive Data Masking System that automatically masks or redacts sensitive information (SSN, account numbers) in recordings and transcripts. |
No information available | |
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Session Timeout Controls Automatic timeout of authenticated sessions after periods of inactivity. |
Session timeout controls are common practice in secure financial call center platforms like Avaya. | |
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Authentication Success Rate Percentage of authentication attempts that are successful on first try. |
No information available | |
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Fraud Detection Algorithms AI-powered systems that detect potential fraudulent calls or authentication attempts. |
Avaya offers fraud detection algorithms/AI for recognizing suspicious authentication and activity. | |
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Secure Document Exchange Ability to securely send and receive documents during the call session. |
Secure document exchange is supported as part of Avaya’s compliance-focused document management. | |
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Compliance Recording Announcements Automated notifications informing callers about call recording for compliance purposes. |
Compliance recording announcements are built-in to meet regulatory requirements in financial services. | |
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Identity Verification Time Average time required to complete member authentication process. |
No information available |
Pension Information Management
(4 Yes /4 Known /13 Possible features)
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360-Degree Member View Unified interface displaying all relevant member pension information, history, and interactions in one view. |
‘360-degree member view’ is mentioned (unified interface for member service and history). | |
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Real-time Benefit Calculations Ability to perform on-the-fly pension benefit calculations during member interactions. |
No information available | |
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Document Access and Management System allowing agents to quickly access, view, and share relevant pension documents and forms. |
Document access and management included as a feature for pension fund administration. | |
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Contribution History Display Visual representation of a member's contribution history and patterns over time. |
No information available | |
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Retirement Projections Tools to create and share retirement income projections based on current pension status. |
No information available | |
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Beneficiary Information Management System for viewing and updating pension beneficiary information during calls. |
Beneficiary information management is cited for updating/viewing member records in pension environments. | |
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Service Credit Tracking Tools to view and calculate service credits that affect pension benefits. |
No information available | |
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Plan Comparison Tools Functionality to compare different pension plan options available to the member. |
No information available | |
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Tax Withholding Management System for viewing and updating tax withholding preferences for pension distributions. |
No information available | |
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Information Retrieval Speed Average time to retrieve complete member pension information after authentication. |
No information available | |
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Historical Transaction Search Ability to quickly search and retrieve historical pension transactions and changes. |
Historical transaction search is supported as part of record/document management. | |
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Regulatory Compliance Tracking System that flags relevant regulatory requirements during pension discussions (required distributions, contribution limits, etc.). |
No information available | |
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Data Synchronization Frequency How often member pension data is synchronized between systems to ensure accuracy. |
No information available |
Agent Assistance and Knowledge Management
(4 Yes /4 Known /13 Possible features)
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Pension Knowledge Base Searchable repository of pension rules, procedures, and guidelines accessible to agents during calls. |
Knowledge base for pension rules/procedures is likely included for agent support in financial services. | |
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AI-Powered Suggestion Engine System that suggests relevant information and next steps based on the context of the pension conversation. |
No information available | |
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Guided Call Scripts Interactive scripts that guide agents through complex pension discussions or procedures. |
Guided call scripts are included for compliance with pension/financial regulations. | |
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Real-time Compliance Alerts System that alerts agents to potential compliance issues during pension discussions. |
No information available | |
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Screen Pop Integration Automatic display of relevant pension information on agent screen when call is connected. |
Screen pop with member info is a standard integration in Avaya Experience Platform. | |
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Supervisor Silent Monitoring Ability for supervisors to listen to calls and provide real-time guidance to agents handling complex pension issues. |
No information available | |
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Call Annotation Tools Functionality for agents to add notes and annotations to member accounts during or after calls. |
Call annotation functionality is commonly available for agents in Avaya contact center. | |
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Dynamic FAQs Frequently asked pension questions that update based on trending member inquiries. |
No information available | |
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Knowledge Base Search Speed Average time to retrieve relevant pension information from knowledge database. |
No information available | |
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Regulatory Update Notifications System that notifies agents about pension regulation changes that affect member discussions. |
No information available | |
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Agent Training Modules Integrated training content for ongoing agent education on pension topics. |
No information available | |
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Knowledge Base Articles Number of articles in the pension knowledge base available to agents. |
No information available | |
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Content Freshness Metrics Average age of knowledge base content to ensure pension information is current. |
No information available |
Call Recording and Quality Management
(6 Yes /6 Known /13 Possible features)
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Call Recording System that records pension-related calls for quality, training, and compliance purposes. |
Call recording for compliance, quality, and training is a clearly stated feature. | |
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Screen Recording Capability to record agent screen activities during pension interactions for training and quality assurance. |
Screen recording for agent quality assurance and compliance is available. | |
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Automated Quality Scoring AI-powered system that scores calls based on predefined pension service quality metrics. |
Automated quality scoring using AI analytics is offered in Avaya's analytics suite. | |
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Speech Analytics Technology that analyzes call content for compliance, sentiment, and pension-specific keywords. |
Speech analytics for compliance and keyword detection is a core part of Avaya Experience Platform. | |
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Performance Dashboards Visual representations of agent and team performance in handling pension inquiries. |
Performance dashboards for agents/teams are provided as standard reporting tools. | |
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Custom Evaluation Forms Configurable evaluation templates specific to different types of pension interactions. |
No information available | |
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Calibration Tools Systems that help standardize quality evaluations across different supervisors and pension call types. |
No information available | |
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Recording Storage Duration Length of time call recordings are retained for compliance and quality purposes. |
No information available | |
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Audio Quality Rating Measurement of the clarity and quality of recorded calls. |
No information available | |
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Sentiment Analysis Technology that evaluates member emotional state and satisfaction during pension discussions. |
Sentiment analysis is included in Avaya’s advanced analytics module. | |
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Coaching Queues System for flagging calls that require supervisor review or agent coaching on pension topics. |
No information available | |
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Compliance Phrase Detection Automated detection of required compliance phrases in pension-related conversations. |
No information available | |
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Evaluation Completion Time Average time to complete quality evaluations of pension-related calls. |
No information available |
Omnichannel Integration
(10 Yes /10 Known /12 Possible features)
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Channel Switching Ability for members to seamlessly switch between phone and digital channels during pension inquiries. |
Channel switching (omnichannel) is promoted as a core capability for Avaya Experience Platform. | |
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Unified Interaction History Consolidated view of member interactions across all channels related to their pension account. |
Unified interaction history across channels is a key feature in Avaya’s omnichannel architecture. | |
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Secure Email Integration System for sending and receiving secure emails regarding pension matters during or after calls. |
Secure email integration is available as part of omnichannel capabilities. | |
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SMS/Text Capabilities Ability to send text messages with pension information or links during or after calls. |
SMS/text capabilities for notifications and info sharing are standard Avaya functions. | |
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Co-browsing Technology allowing agents to navigate pension web pages together with members during calls. |
Co-browsing and web collaboration tools are available on Avaya’s digital engagement suite. | |
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Video Chat Support Capability to escalate calls to video interactions for complex pension discussions. |
Video chat escalation is available as an Avaya digital engagement feature. | |
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Self-service Portal Integration Seamless connection between call center and online pension self-service functions. |
There is integration with self-service portals for online and call center servicing. | |
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Digital Document Sharing Ability to share pension documents digitally during or immediately after calls. |
Digital document sharing is included for member service in regulated environments. | |
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Channel Consistency Score Measurement of how consistently pension information is presented across different channels. |
No information available | |
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Social Media Integration Connection between call center and social media communication channels for pension inquiries. |
Social media integration is facilitated through omnichannel communication platform. | |
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Mobile App Integration Capability to connect call interactions with pension fund mobile application features. |
Mobile app integration is reported for connected service experiences. | |
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Cross-channel Transfer Time Average time required to transfer a member from phone to another communication channel. |
No information available |
Reporting and Analytics
(11 Yes /11 Known /13 Possible features)
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Real-time Dashboards Visual displays of current call center metrics and pension inquiry statistics. |
Real-time dashboards are available for monitoring call center performance and inquiries. | |
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Historical Trend Analysis Tools to analyze patterns in pension inquiries and call center performance over time. |
Historical trend analysis in call volume and interactions is provided in reporting suite. | |
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Custom Report Builder System allowing customized reports on specific pension-related call metrics. |
Custom report builder is a feature of Avaya’s analytics capabilities. | |
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Call Type Categorization Ability to categorize and analyze calls by pension topic or inquiry type. |
Call type categorization is part of analytics/reporting. | |
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Predictive Call Volume Forecasting AI-powered forecasting of expected pension inquiry volumes for staffing purposes. |
Predictive call volume forecasting is supported with AI tools in Avaya reporting. | |
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Member Satisfaction Metrics Systems for measuring and analyzing member satisfaction with pension-related call interactions. |
Member satisfaction metrics are a part of Avaya Experience Platform’s reporting. | |
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First Call Resolution Tracking Metrics tracking the rate at which pension inquiries are resolved in a single call. |
First call resolution tracking is part of core analytics and reporting. | |
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Service Level Agreement Reporting Tools for measuring performance against defined pension service standards. |
SLA reporting functionality is provided for compliance in financial services. | |
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Agent Performance Analytics Detailed metrics on individual agent performance handling pension inquiries. |
Agent performance analytics is included in Avaya reporting suite. | |
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Report Export Formats Number of different file formats available for exporting pension call center reports. |
No information available | |
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Regulatory Compliance Reporting Specialized reports for demonstrating compliance with pension fund regulations. |
Regulatory compliance reporting is explicitly noted for financial services. | |
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Business Intelligence Integration Ability to connect call center data with broader business intelligence platforms. |
Business intelligence integration is available (integration with external BI platforms). | |
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Data Retention Period Length of time detailed call analytics data is stored and available for reporting. |
No information available |
Integration Capabilities
(11 Yes /11 Known /13 Possible features)
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Pension Administration System Integration Direct connection to the core pension administration system for real-time data access. |
Integration with pension administration systems is a key feature described in the product notes. | |
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Customer Relationship Management (CRM) Integration Seamless connection with CRM systems to manage member relationships and interactions. |
CRM integrations are specifically available for financial services in member administration. | |
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Document Management System Connection Integration with document repositories for accessing and managing pension documents. |
Document management system integrations are offered for secure access. | |
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Workflow Management System Integration Connection to workflow systems for initiating and tracking pension-related processes. |
Workflow management system integrations (for business processes) are supported. | |
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API Availability Presence of application programming interfaces for custom integrations. |
Open API availability for custom integration is a selling point for Avaya. | |
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Single Sign-On (SSO) Capability Ability for agents to access multiple pension systems with one authentication. |
Single sign-on (SSO) is available and commonly required for secure, regulated industries. | |
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Data Synchronization Frequency How often data is synchronized between the call center and integrated systems. |
No information available | |
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Third-party Calculator Integration Connection to specialized pension calculation tools and financial modeling systems. |
Avaya provides integration with third-party calculation tools for financial modeling. | |
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Payment Processing Integration Ability to connect with systems that process pension payments and contributions. |
Payment processing integration is supported in the financial services version. | |
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Number of Pre-built Integrations Quantity of ready-to-use integrations with common pension management systems. |
No information available | |
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Integration Development Toolkit Availability of tools and documentation for building custom system integrations. |
Avaya provides toolkits and documentation for custom integration development. | |
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Data Transformation Capabilities Tools for mapping and transforming data between different pension systems. |
Data transformation between systems is included for complex data environments. | |
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Integration Monitoring Systems for monitoring the health and performance of system integrations. |
Integration monitoring is available through Avaya’s admin dashboards and APIs. |
Workforce Management
(9 Yes /9 Known /13 Possible features)
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Automated Scheduling System that creates agent schedules based on projected pension call volumes and patterns. |
Automated scheduling for agents based on call patterns is a key workforce management feature. | |
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Skills Management Tools for tracking and assigning agents based on specific pension expertise areas. |
No information available | |
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Schedule Adherence Monitoring Real-time tracking of agent adherence to scheduled activities. |
Schedule adherence monitoring features are highlighted in Avaya workforce solutions. | |
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Vacation/Time Off Management System for managing agent time off requests while maintaining appropriate coverage. |
Vacation/time off management tools are included in the workforce management module. | |
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Performance Scorecards Customizable metrics tracking key performance indicators for pension call handling. |
Performance scorecards for KPIs are standard in agent/workforce analytics. | |
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Gamification Features Elements that motivate agents through achievement recognition and healthy competition. |
No information available | |
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Training Management Tools for scheduling and tracking completion of pension-specific training. |
Training management, including pension-specific training, is managed via LMS/workforce integrations. | |
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Agent Self-Service Portal Interface allowing agents to view schedules, request changes, and access performance data. |
Agent self-service portal is provided for schedule management and performance data. | |
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Forecasting Accuracy Measurement of how accurately the system predicts pension call volumes. |
No information available | |
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Schedule Optimization Systems that fine-tune schedules to balance member service needs and agent preferences. |
Schedule optimization, including balancing service needs and agent preferences, is supported. | |
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Remote Agent Support Features specifically designed for managing remote or home-based pension agents. |
Remote agent support for distributed teams is supported by Avaya Experience Platform cloud. | |
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Certification Tracking System for monitoring required pension certifications and credentials by agent. |
No information available | |
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Intraday Management Tools Capability to adjust staffing and resources during the day based on actual call patterns. |
Intraday management tools are provided for real-time adjustments to resourcing. |
Technology Infrastructure and Security
(11 Yes /11 Known /13 Possible features)
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Cloud Deployment Option Availability of cloud-based implementation for scalability and flexibility. |
Cloud deployment is the primary offering for Avaya Experience Platform. | |
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On-premises Deployment Option Ability to deploy the system within the pension fund's own data centers. |
On-premises deployment option is available for customers with regulatory needs. | |
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Hybrid Deployment Support Support for mixed deployment models combining cloud and on-premises components. |
Hybrid deployments (cloud + on-premises) are supported by Avaya. | |
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Disaster Recovery Capabilities Systems and procedures to maintain operations during technical failures or disasters. |
Disaster recovery/high availability features are standard in Avaya’s enterprise platform. | |
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System Uptime Guarantee Contractual availability commitment for the call center system. |
No information available | |
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Data Encryption Encryption of sensitive pension data both in transit and at rest. |
Data encryption in transit and at rest is mandatory for financial compliance and supported in Avaya. | |
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SOC 2 Compliance Adherence to Service Organization Control 2 security standards. |
SOC 2 compliance for cloud platform is mentioned on Avaya documentation. | |
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Role-based Access Controls Security structure limiting system access based on job roles and responsibilities. |
Role-based access controls are included to support regulated workflows. | |
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Penetration Testing Frequency How often the system undergoes security penetration testing. |
No information available | |
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Multi-tenant Architecture System design that securely separates data between different organizational users. |
Multi-tenant architecture is available for separation between customers/organizations. | |
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System Performance Monitoring Tools for real-time monitoring of system health and performance metrics. |
System performance monitoring tools are provided (real-time dashboards, alarms). | |
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Scalability Capacity System's ability to scale to handle increased pension member call volume. |
undefined Scalability to support large call volumes is promoted as an advantage of the Avaya platform. |
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Audit Logging Comprehensive tracking of all system activities for security and compliance purposes. |
Audit logging is included for all system activities to ensure compliance and accountability. |
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