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January 20, 2012
By Carolyn J Dawson, TMCnet Contributor
Enghouse Interactive is the provider of the CallRex suite of IP call recording and contact center optimization solutions. The company recently announced the launch of a new CallRex Workforce Management solution called CallRex Workforce Management software. The new software has been specifically customized to meet the growing demands of both small and medium-sized businesses. CallRex Workforce Management 4.0 is a solution for companies who are looking to migrate from the manual and “old school” methods used to predict and schedule complicated workforces.
In a release, Bruce Sherman, product manager for Enghouse (News - Alert) Interactive said, "There is a tremendous amount of operational waste that takes place in call centers of all sizes due to poor scheduling. The cost impacts of overstaffing and/or overtime can be as much as 20 percent of a company's operating budget. Additionally, there are other factors that can be more efficiently managed with a workforce solution like CallRex, that can improve agent schedule adherence, productivity, management time efficiency, turnover rates, and staff morale."
The challenges faced by companies with other workforce management offerings in the market will be overcome with the CallRex Workforce Management solution. When compared to other solutions, the CallRex solution is far less complicated. A faster return on investment can be therefore allowed with the easy to learn and adopt CallRex solution. Real business managers who want to quickly and clearly build forecasts and schedules will find the user interfaces useful.
Key features essential to businesses are included by CallRex Workforce Management software. These include powerful and reliable forecasting modeling options. The software also provides real-time adherence and schedule views. Apart from multi-channel, multi-location forecasting; the software features multi-skill grouping and scheduling, customizable KPI and adherence guidelines. The user interfaces will also help real business managers to measure real-time results and the impact of fluctuating schedules and customer activities
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO registration click here.
Carolyn John is a Contributor to TMCnet. To read more of her articles, please columnist page.
Edited by Juliana Kenny
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