Avaya Workforce Engagement Workforce Management
Avaya Workforce Engagement Workforce Management: A workforce management suite for forecasting, scheduling, skills assignment, and intraday control. Ranked #30 of 34 in Contact Center Workforce Management Software by our editors (6.3/10); pricing: Pricing on request; best for hybrid Avaya environments.
At a glance
- Editor score6.3 / 10
- PricingPricing on request
- Best forHybrid Avaya environments
- Demand forecastingYes
- Facts checked22 Sep 2026
Where it wins
- Forecasts workload from historical and manually entered data
- Generates schedules using defined work rules and employee skills
- Supports intraday optimization, reforecasting, and backlog management
Where it doesn't
- Pricing requires contact with sales
- Self-hosted deployment adds a platform decision
- Its scope may exceed basic scheduling requirements
Our verdict on Avaya Workforce Engagement Workforce Management
Avaya Workforce Engagement Workforce Management is workforce-management software for contact centers managing large employee populations and complex scheduling periods. It covers workload forecasting, schedule generation, staffing analysis, employee skills, queue management, and intraday optimization. Organizations that need structured workforce planning across changing demand, queues, and skills are the clearest fit.
The product’s planning depth is its main strength. Forecasts can use historical and manually entered data, while automatic schedule generation applies defined work rules. Teams can assign queues and employees by skills, adjust schedules during an active period, and reforecast when workload changes. Backlog management, staff-mix planning, workforce requirements analysis, queue analytics, and trend-based reforecasting extend the product beyond basic shift creation. Forecast and queue statistics can also be exported for external use.
Avaya offers the product through web and self-hosted platforms, giving organizations a choice between hosted access and managing their own deployment environment. Current Infinity documentation describes Workforce Engagement capabilities as provided through Verint integration, which is relevant for organizations assessing fit within an Avaya-centered contact-center environment. The published pricing model is contact sales, so buyers will need a direct commercial discussion. Choose this product when forecasting, skills-based scheduling, intraday control, and staffing analysis are central requirements. A simpler scheduling tool may be a better fit for teams that do not need queue analytics, reforecasting, backlog management, or workforce requirements analysis.
Avaya Workforce Engagement Workforce Management pricing
Avaya Workforce Engagement Workforce Management fact sheet
| Free plan | Not verified |
|---|---|
| Paid from | Not verified |
| Demand forecasting | Yes |
| Skills-based scheduling | Yes |
| Intraday management | Yes |
| Omnichannel forecasting | Not verified |
| Supported channels | Not verified |
| Agent capacity | Not verified |
| API access | Not verified |
| Deployment | Cloud, Self-hosted |
| Platforms | Web |
| Support | Docs |
| Built for | Mid-market, Enterprise (editorial estimate) |
| Pricing | Pricing on request |
| Website | avaya.com |
| Facts checked | 22 Sep 2026 |
Alternatives to Avaya Workforce Engagement Workforce Management
- Aspect WorkforceFlexible WFM for complex contact centers, with forecasting, scheduling, and adherence tools.9.4
- NiCE Workforce ManagementA strategic WFM platform for forecasting, optimization, adherence, and intraday control.9.3
- Verint Workforce ManagementBroad omnichannel WFM coverage for large contact centers, with sales-led pricing.9.2
See all Avaya Workforce Engagement Workforce Management alternatives →
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Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
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