Work smarter, better, and faster
with our WFO Software
As customer demands rise, meeting these demands and improving the customer experience needs to be balanced with managing employees and operational costs effectively. Our Workforce Optimisation (WFO) solution helps you make better business decisions, increase productivity and improve service level via staffing, coaching and performance solutions.
We deliver the industry’s most unified and mature WFO suite, with unmatched functionality, powerful mobile application, simplified system administration and maintenance, real-time enterprise collaboration, intuitive interfaces and navigation, and reduced cost of ownership – and can all be available on our global cloud based monthly subscription platform.
Gain visibility into resources processes across multiple areas of your organisation toimprove operational efficiency, contact centre performance, and employee engagement
Uncover business trends, ways to
improve internal processes, and
missed areas of potential revenue.
Utilise key performance indicator
(KPI) scores to improve employee
skills with coaching opportunities
Standardised framework to
manage and improve employee
and team engagement
The industry gold standard inWorkforce Optimisation Solutions
We offer the industry gold standard in WFO fully integrated with our cloud platform. Our solution helps organisations capture and analyze the full customer journey, both real-time and historical, from associate to associate, department to department and channel to channel. This insight helps improve agent performance and raises the quality and security of customer interactions. It also helps streamline internal processes, ensures compliance with policies and procedures, and helps organisations discover business trends and opportunities for greater revenue potential.
Real solutions. Real results.
Integrate, enhance, and optimise your contact centre software, hardware, infrastructure, and people with our leading-edge suite of workforce optimisation tools:
- Workforce management(WFM)
- Mobile agent/Supervisor application
- Desktop and process analytics
- Performance management
- IP, TDM, SIP, and screen recording
- Quality management
- Employee coaching
Powerful integrations and tools
Our WFO solution platform boasts powerful mobile applications, simplified system administration and maintenance, real-time enterprise collaboration, intuitive interfaces and navigation, and reduced cost of ownership. Our workforce optimisation and workforce management also ensure your employees remain well trained and engaged, and are empowered with the best in automation and omnichannel technologies to deliver amazing customer service. Our WFO solution also allows quality monitoring and quickly transforms raw data and metrics across multiple functional areas of your organisation into valuable insights so you can streamline and improve processes throughout your organisation.
- WFO assessment
- KPI/KPO correlation analysis (Cloud)
- Initiative prioritisation and roadmap
- ROI and business case development
- Ongoing dashboards and reporting
- Periodic health check services
- Staff schedule review
- WFM tool use and input/output review
- Daily, weekly, and seasonal forecasting
- Command centre management
- WFO problem resolution team
- Agent desktop/tool simplification
- Knowledge Management
- Requirements prioritisation and development
- Align tools to support processes
- Vendor selection process management
- Cloud or premise options: Nice, Verint, Calabrio, Aspect, etc.
- Install and test
Integration with Coice, CRM,
- Launch and managed support
- WFM training and coaching
- Employee lifecycle development
- Curriculum development
- Learning platforms
- Learning and continuous integration (CI) gamification
- Ten winning behaviors
- Managing for daily improvement
- Leadership development
Our workforce optimisation solution optimises your existing
systems and processes with these powerful features
Broad Portfolio of CX Optimisation
Many customer engagement optimisation solutions, including customer analytics, speech analytics, engagement management (EM), and WFO. Learn more about our Workforce Engagement Management solution.
Out-of-the-box business process workflows in the user interface (UI) that delivers unique actionable intelligence for faster and better decision making.
Singular Enterprise-wide Solution
Including back office, branch and contact centre customer touch points, the Cloud, Cisco Hosted Collaboration Solutions (HCS) and through multiple channels.
Business Strategy and Advisory Services
Such as application and technology managed services and change management services to help partners adapt and accelerate success.
Flexible Deployment and Licensing Options
Options include cloud/SaaS and hybrid, on-premises, perpetual, and subscription term options.
OEM and Partner Endorsements
Strong partnerships with Cisco and others
Optimise your Workforce and ContactCenter Operations by Automating Processes
With the digitisation of contact centre operations, the status quo is being upended. As the nature of work shifts toward digital transformation, the key is to evolve human labour alongside digital labour to improve productivity and experience quality. In this guide, learn how effective automation can help combine the best of humans and technology to create an optimised, efficient customer engagement centre.Get the automation strategy guide See more resources