Workforce Management

Forecast, plan, and schedule more effectively

Designed to provide real-time intelligence so you can manage your agent performance and contact center operations more effectively, these services are ideal for companies with many agents in different locations with changing work schedules and varying skill levels. Our services integrate tightly with a number of switching and CTI platforms to help you take full advantage of all customer interactions when managing your agents.

Advanced Forecasting

Uses historical interaction data and user-defined service objectives to provide forecasts across all media segments and service types.

Flexible Scheduling

Supports working rules around the globe and simplifies the process of scheduling multi-skilled agents across media segments.

Real-time Adherence

Lets managers monitor up-to-the-moment agent activity at the business unit (virtual contact center), site, or team level.

Enhanced Vacation Planning

Supports multiple types of partial and full-day time off, helping simplify vacation planning.

Comprehensive Reporting

Provides an extensive selection of reports for configuration, planning, forecasting, scheduling, contact center, and workforce performance.