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Workforce Optimization

A WFO system integrates disparate contact center technologies — including performance management (CCPM), e-learning, interaction analytics, quality management (QM) and WFM — that execute against a high-level framework encompassing strategic planning, agent recruitment, deployment, monitoring, evaluation, improvement and motivation, and corporate accountability and contribution.

 

 


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CRMX Preferred Vendor

Aspect by Aspect

Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise.
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CRMX Preferred Vendor

GamEffective by GamEffective

GamEffective is a leading platform for workforce motivation, performance management, and training. It offers an employee-centric solution enabling companies to align employee focus, knowledge and engagement throughout their departments and locations. The platform uses a combination of deep gamification, rich communications, feedback and recognition, and data-driven adaptive learning to maximize employee motivation and learning engagement. GamEffective serves a diverse client base of global fortune 500 companies including Unilever, Novartis, Singtel, and Microsoft. Its platform is deployed worldwide with tens of thousands of users where it helps boost employee performance, improve proficiency, streamline communications and drive the adoption of products and processes.
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NICE Adaptive WFO by NICE

Your contact center is made up of a variety of characters. With NICE Adaptive WFO you can connect with them as individuals to ensure they’re fully engaged and motivated. And with more motivated agents, improved customer service will follow. NICE Adaptive WFO is a suite of solutions including Workforce Management, Quality Management (Quality Central) and Performance Management.

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CRMX Preferred Vendor

Sharpen Empower by Sharpen Technologies

Sharpen Empower is an agent-first omni-channel cloud contact center platform. It addresses decades-old agent issues responsible for poor customer experiences. Sharpen’s proprietary Agent Experience Score (AXS) gives contact centers a new way to measure and track not only performance, but overall agent well-being. The platform's unique omni-channel approach gives agents a single, intuitive interface for communicating across multiple channels. A global, cloud-native platform eliminates scalability issues, while delivering mathematically unbeatable voice quality and superior reliability.

Calabrio

Calabrio develops Calabrio ONE®, a comprehensive and powerful suite of contact center workforce optimization software including call recording, quality assurance, workforce management, speech and desktop analytics and performance-based dashboards and reporting. Calabrio ONE is intuitive and flexible - providing products with an easily personalized architecture that allows contact centers the freedom to integrate applications and scale these solutions to fit their needs. Calabrio strives to put the power of harnessed data to work, kicking complexity to the curb while bring the most important data quickly to the helm where it becomes simply actionable.

Five9

Five9 is a pioneer and leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers worldwide. Five9 helps businesses take advantage of secure, reliable, scalable cloud contact center software to create exceptional customer experiences, increase agent productivity and deliver tangible business results. For more information visit www.five9.com.

Fonolo

Fonolo is the leading provider of cloud-based call-backs. Our innovative solutions will help you reduce abandon rates, improve the customer experience, and lower costs.

Genesys

Genesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel customer experiences, journeys and relationships. Trusted by over 4,700 customers in 120 countries, Genesys orchestrates over 25 billion contact center interactions per year in the cloud and on premises. 

Loxysoft

ProScheduler by Loxysoft is Workforce Management: Simplified. We are a global provider of workforce management helping businesses leverage their workforce investments to effectively schedule its people to give them a work/life balance while maintaining business profitability. Loxysoft provides our enterprise-class Workforce Management solutions to over a hundred customers in the United States. ProScheduler’s easy to use interface, low upfront cost and quick integration allows customers get started and see results within weeks. 

OpenText

OpenText WFO Software has a 32-year history of innovation, holds 24 contact center technology patents, and provides enterprise contact center customers around the world with call recording, integrated workforce optimization and advanced analytics. Our workforce optimization solution, OpenText™ Qfiniti, is a modular suite that includes tools designed to optimize workforce management, quality monitoring, liability recording, coaching and eLearning, performance management, and surveying. OpenText™ Explore is our speech and Voice of Customer analytics product that enables the enterprise to gain customer behavior insights in multi-channel, multi-language contact center environments.

Pipkins, Inc.

Pipkins is committed to being the leading supplier of innovative and quality workforce optimization systems and services to domestic call centers and to strategic international customers. Pipkins supplies the world's first third generation management solution that forecast call volumes and staffing requirements, while correlating special business activities. It then optimally schedules agents in a multi-skill set call center environment.

Verint Enterprise Intelligence Solutions - Workforce Management

Verint® Enterprise Intelligence Solutions™ is the leader in enterprise workforce optimization solutions and services. Its solutions are designed to help organizations of all sizes capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization™ suite is the industry’s most unified solution set—featuring quality monitoring and recording, workforce management, customer interaction analytics (speech analytics, data analytics, text analytics and customer feedback surveys), desktop and process analytics, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.

Workflex Solutions

WorkFlex Solutions is the industry leader in “auto-optimization” for service centers and has been recognized by Gartner Inc. as a 2011 Cool Vendor for CRM Customer Service. WorkFlex SaaS products “plug into” existing workforce management systems and apply real-time supply chain methodologies to automate intraday staffing and performance management processes, reducing dependency on forecast accuracy, improving performance and reducing G&A overhead.