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Call Center Workforce Management

 

Contact center workforce performance programs help achieve significant improvements in service quality and operational efficiency. In addition to ensuring that the right number of agents are performing at the right time, an effective call center workforce management solution will balance three often conflicting demands – service delivery optimization, lowering operating costs and reducing turnover of agents. Call center workforce management solutions also help to improve customer experience management and significantly improve customer support.Basic functions include the forecasting of contact arrival patterns using historical and other information, creating scheduling assignments based on those forecasts, and providing reports on forecasting and scheduling accuracy. Many systems also offer an expanded range of features such as: skill-based and multimedia contact scheduling, intraday reports, agent self-service capabilities, performance tools, schedule adherence monitoring and time-off administration.


 

 


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CRMX Preferred Vendor

Calabrio ONE Workforce Optimization Suite by Calabrio

Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) and employee engagement suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

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CRMX Preferred Vendor

Calabrio Workforce Management by Calabrio

Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) and employee engagement suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

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CRMX Preferred Vendor

Eureka Customer Engagement Platform by CallMiner

CallMiner’s mission is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. CallMiner’s market leading cloud-based interaction analytics platform Eureka automatically analyzes contacts across all communication channels: calls, chats, emails, SMS, surveys and social. Over 2 billion hours of conversations are mined per year to improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction.

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CRMX Preferred Vendor

Five9 Virtual Contact Center by Five9

Five9 is the leading provider of cloud contact centers for the digital enterprise.
Five9 brings the power of Practical AI to the contact center to create smart, personalized omnichannel experiences over the phone, web, chat, email, mobile and social.
Chosen by the world's leading enterprises, Five9 is your trusted partner that offers a unique, high-touch approach throughout the entire customer life cycle.
Visit our website to learn more about our 100% cloud-based technology.

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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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Genesys by 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. 

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CRMX Preferred Vendor

NICE inContact by NICE inContact

The NICE inContact platform includes ACD software with skills-based routing, IVR with speech recognition, CTI capabilities, reporting, work force optimization, eLearning, agent hiring and customer feedback measurement tools. Taken together, the NICE inContact service center platform creates an integrated, all-in-one software solution for operations seeking to support call centers, including those with a distributed workforce – either at-home or multi-site. Please see NICE inContact’s cloud contact center solutions.
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CRMX Preferred Vendor

NICE Workforce Management by NICE

NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.

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CRMX Preferred Vendor

Sharpen Empower by Sharpen Technologies

Sharpen Technologies has developed an agent-first omni-channel cloud contact center platform. Its solutions uniquely address long-standing agent issues responsible for sub-par customer experiences. Sharpen’s patent-pending Agent Experience Score (AXS) gives contact centers a new way to measure and track not only performance, but overall agent well-being. The company’s unique omni-channel approach gives agents a single interface for communicating across any channel. A global, cloud-native platform eliminates scalability issues while delivering mathematically unbeatable voice quality. Sharpen was named among the Best Places to Work in Indiana. The company is also a recipient of the Stevie American Business Awards. Sharpen was founded in 2011 and is headquartered in Indianapolis, Ind. Visit https://sharpencx.com/ or call 855.249.3357.

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Verint Systems by Verint Systems

Verint® Systems is a global leader in Actionable Intelligence® solutions. In today’s dynamic world of massive information growth, Actionable Intelligence is a necessity for empowering organizations with crucial insights and enabling decision makers to anticipate, respond, and take action.

Verint develops highly scalable, enterprise-class software and services with advanced, integrated analytics for both structured and unstructured information. Our solutions address two areas of the market—customer engagement and cyber intelligence. Organizations around the world use our solutions to capture large amounts of information from numerous data types and sources, glean insights from it by applying analytics, and leverage the resulting intelligence to optimize customer engagement and make the world a safer place.

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i2x Call Analytics and Communication Coaching by i2x GmbH

Every customer conversation is rich with valuable data and information. i2x leverages the power of artificial intelligence to transform the human voice into actionable insights at the speed of a face-to-face conversation. i2x captures, understands, and delivers knowledge from phone conversations to optimize business processes, drive conversions, and consistently delight customers.

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Maci™ by RapportBoost.AI

RapportBoost.AI is an Artificial Intelligence and Conversational Commerce company that optimizes live chat sales to deliver dramatic and sustained impact on its clients’ Key Performance Indicators. RapportBoost.AI’s Maci™ Augmented Intelligence platform can be configured to measure and improve any chat-related outcome important to an online brand. Learn more about how to optimize live chat sales for your brand from the team at RapportBoost.AI.
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Monet Workforce Management by Monet Software

Monet Software is a global provider of cloud workforce optimization software solutions that enable contact centers and help desks to deliver outstanding customer experience.

With a true cloud environment, Monet Software award-winning platform includes workforce management, call recording, quality management, and performance management and ensures flexibility, intuitive user experience, and reliability, resulting in increased productivity, service levels while reducing center costs.

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Monet Workforce Management for Salesforce by Monet Software

Monet Software is a global provider of cloud workforce optimization software solutions that enable contact centers and help desks to deliver outstanding customer experience.

With a true cloud environment, Monet Software award-winning platform includes workforce management, call recording, quality management, and performance management and ensures flexibility, intuitive user experience, and reliability, resulting in increased productivity, service levels while reducing center costs.

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OpenText Qfiniti by OpenText

OpenText WFO Software has a 33-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, PCI-compliant call 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.

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Zoho Desk by Zoho Corporation

Zoho is the operating sys