Workforce Optimisation
Our WFO solution helps organizations improve employee
performance, optimize operational processes, and uncover
additional areas of opportunity and potential revenue.
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 to improve operational efficiency, contact centre performance, and employee engagement
Drive efficiencies
Uncover business trends, ways to
improve internal processes, and
missed areas of potential revenue.
Increase Productivity
Utilise key performance indicator
(KPI) scores to improve employee
skills with coaching opportunities
Improve engagement
Standardised framework to
manage and improve employee
and team engagement
The industry gold standard in Workforce 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 Capabilities
Powerful Insights
- WFO assessment
- KPI/KPO correlation analysis (Cloud)
- Benchmarking
- Initiative prioritisation and roadmap
- ROI and business case development
- Ongoing dashboards and reporting
- Periodic health check services
Aligned Processes
- 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
Integrated Technology
- 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,
CTI, etc. - Launch and managed support
Effective Organisation
- 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.
Complete Interoperability
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