Work smarter, better, and faster
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 Optimization offering helps you make better business decisions, increase productivity and improve customer experience via staffing, coaching and performance solutions.
We deliver the industry’s most unified and mature WFO platform, 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 through a monthly subscription.
Gain visibility into resources processes across multiple areas of your organization toimprove operational efficiency, contact center performance, and employee engagement
Uncover business trends, ways to
improve internal processes, and
missed areas of potential revenue.
Utilize key performance indicator
(KPI) scores to create dynamic
employee coaching opportunities
Standardized framework to
manage and improve employee
and team engagement
The industry gold standard in WFO
We offer the industry gold standard in WFO fully integrated with our cloud platform. Our solution helps organizations capture and analyze the customer experience, both real-time and historical, from agent to agent, department to department and channel to channel. This insight helps boost employee productivity and improve the quality and security of customer interactions. It also helps streamline internal processes, ensures compliance with policies and procedures, and helps organizations discover business trends and opportunities for greater revenue potential.
Real solutions. Real results.
Integrate, enhance, and optimize your contact center software, hardware, infrastructure, and people with our arsenal of leading-edge Workforce Optimization (WFO) solutions:
- 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 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 optimization 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 experiences. Our WFO solution also quickly transforms raw data and metrics across multiple functional areas of your organization into actionable insights so you can streamline and improve processes throughout your organization.
- WFO assessment
- KPI/KPO correlation analysis (Cloud)
- Initiative prioritization 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 center management
- WFO problem resolution team
- Agent desktop/tool simplification
- Knowledge Management
- Requirements prioritization 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 WFO solution optimizes your existing systems
and processes with these powerful features
Broad Portfolio of CX Optimization
Many customer engagement optimization solutions, including customer analytics, engagement management (EM), and WFO.
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 center customer touch points, the Cloud, Cisco Hosted Collaboration Solutions (HCS) and through multiple channels.
Business 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
Optimize your Workforce and ContactCenter Operations with Automation
With the digitization of contact center operations, the status quo is being upended. As the nature of work shifts toward digital transformation, the key is to evolve human labor alongside digital labor 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 optimized, efficient customer engagement center.Get the automation strategy guide See more resources