In May 2014 No Jitter post, I wrote: "The holy grail of a fully-integrated cloud contact center suite continues to drive acquisition activity." At the time, inContact had just announced its intention to purchase Uptivity, a workforce optimization (WFO) company. Today the statement applies to Avaya.
As first reported via the Indian press covering an Avaya partner event, Avaya has acquired KnoahSoft, a WFO company.
This acquisition is similar to the inContact deal in some ways, but has other interesting characteristics as well. Of note:
Contact center infrastructure and WFO from a single suite is about more than one-stop shopping for customers. It is about single sign-on for agents into what today are often multiple systems. It is about supervisor reporting that can drill down to actual recordings for an understanding of underlying causes. Ultimately, it is about routing interactions based on real-time agent performance attributes, obviously best delivered when the WFO application and routing engine are part of a single solution.
