Workforce Optimization and Management

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Capture customer satisfaction.

Your company and your customers expect continuous quality improvement. Now you can monitor customer service, increase productivity and achieve operational excellence.

Record, analyze and evaluate multimedia customer communications.

Customers demand excellent service and expert consultation by well-trained and motivated agents. The right workforce optimization and management solution can help you deliver that service, while also ensuring that you’re equipped to respond to compliance regulations in your particular industry.

  • Contact Recording (voice and screen)
  • Quality Monitoring (QM) - Agent score cards and evaluations
  • Workforce Management (WFM) - Forecasting, Scheduling, and Strategic Planning
  • Performance Management
  • Speech Analytics
  • Coaching/eLearning
  • Customer Surveys

We selected only the best partners.

Through our partnerships with industry leaders ASC and Verint, we can enable your contact center to analyze agent performance, evaluate staffing levels, reveal customer trends and capture permanent recordings of customer interactions.

The outcome is a significant improvement in the efficiency and effectiveness of your contact center.

Unify Partners: ASC & Verint

ASC offers solutions for workforce optimization, encompassing recording, quality monitoring, speech analytics and workforce management. ASC’s open architecture provides seamless integration with existing IT and telephony systems.

Brochure | OpenScape Contact Center WFO Solutions - ASC

Verint offers a suite of workforce optimization software that helps organizations improve everything that impacts the customer experience. Verint solutions provide unprecedented visibility into performance, operations and customer intelligence across your organization.

Brochure | OpenScape Contact Center WFO Solutions - Verint

Success Story | LateRooms.com

Read how LateRooms.com saved $30 million in staffing costs by implementing resource planning and workforce management software.

Get the most from your people.

By capturing and analyzing customer interactions, you can:

  • Improve internal processes and workforce performance
  • Uncover business trends and competitive advantages
  • Discover the root cause of customer and employee behavior
  • Avoid customer escalations and defections
  • Make better decisions, faster
  • Connect your customer care operations more tightly with the rest of your enterprise
  • Enhance customer service across your organization

More than just quality management.

Workforce Optimization & Management solutions deliver insight, enabling contact centers to enhance customer service, efficiently deploy staff and increase productivity. And, financial institutions can fulfill documentation requirements, achieve a higher level of legal security and reduce costs.

Transparency. Insight. Continuous improvement. Everything you need to run a more effective and efficient call center.

What is Workforce Optimization?

Workforce optimization (WFO) in a customer engagement business activity is a strategy to focus on maximum customer satisfaction and benefits with minimal operational costs and accomplished by integrating technologies, cross-functional processes and shared objectives. WFO technologies are typically a program suite that combine recording, quality management (QM) and other customer engagement technologies into one view to oversee performance.

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We have a strong network of partners with varying specialties and locations near you.

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