Workforce Management:

Workforce Management, front- and back-office organizations can be confident that they’re effectively forecasting staffing needs, managing employee schedules, and tracking workforce performance and results. Access to both real-time adherence and historical data and employee skills information across all channels, ensures the most

accurate staff planning possible. Our workforce management software enables call centers of all types to forecast

staffing needs, schedule their representatives’ time, and effectively manage ongoing needs. This translates to

higher levels of satisfaction within your department and a call center that provides a more positive customer

experience for all.

Like every other call center, you have agents with a wide range of skill sets. You may have one center in one facility

or one hundred all over the globe. We deliver advanced, customizable workforce management functionality that

addresses every challenge and takes advantage of every opportunity so you can better serve your customers.

Based on your forecasting and scheduling approach and the size and scope of your operation, Workforce

Management suite can be tailored to your specific needs. Always maintain a high level of customer service by

easily managing the day’s events and being able to quickly respond to new conditions.

Benefits:


Our customers are achieving quantifiable benefits using Our Workforce Management, including:

  • Staffing cost is reduced.
  • Reduction in employee absenteeism.
  • Gaining of employee efficiency.
  • Gaining Supervisor and team leader productivity.

Business Process Management capabilities:

  • Advanced algorithms for forecasting. Forecasts are based on actual trends across all channels (Voice,Email, Chat, SMS, Social Media) and work items calculated on both immediate and deferred activities.
  • Integration with routing, taking advantage of a powerful Genesys routing engine ensures individuals
    receive only the interactions or work items they can and/or should handle.
  • Profile scheduling of available skills. Allowing for an unlimited numbers of hypothetical skill combinations,working rules, and skill prioritization – without affecting any current configuration or schedule data,profiles ensure that the right skills are always available.
  • Automation and optimization. Provides automated multi-site/multi-skill forecasting and intraday schedule re-optimization.

Reporting. Exception reporting tracks time utilization.


We address your requirement we know each of your customer is unique. You need a feature set that addresses all

types of potential customer needs. Our service makes a positive change in your customer service operation.

Whether your company is large or small our work force management provides a tremendous service you require

and make everything easier.