Avaya Workforce Engagement Workforce Management review
A workforce management suite for forecasting, scheduling, skills assignment, and intraday control.
Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
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 pros and cons
- 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
Avaya Workforce Engagement Workforce Management fact sheet, pricing and score →
Advertiser disclosure: iTechGuides is reader-supported. Vendors can pay for top positions in our rankings and for a place on other products' pages, and we may earn a commission when you click some links. Bought places stand at the number bought; this page and our disclosure say so. Paying vendors may get a fuller, more detailed review from our editors, and that review can change their score. How we rank.
Last updated · How we research and update