Call Center Software

Enghouse (News - Alert) Interactive, a provider of CallRex suite of call center software and services, has launched its workforce management software for small and medium businesses (SMBs).

CallRex Workforce Management is designed to match the complementing products in the CallRex Quality Management Suite. The solution enables organizations to address the challenges associated with the manual and inefficient methods used to predict and schedule complicated workforces. 

“There is a tremendous amount of operational waste that takes place in call centers of all sizes due to poor scheduling,” said Bruce Sherman, product manager for Enghouse Interactive, in a statement. “The cost impacts of overstaffing and/or overtime can be as much as 20 percent of a company’s operating budget.”

With CallRex workforce management solution, companies can also improve agent schedule adherence, productivity, management time efficiency, turnover rates, and staff morale.

The solution is easy to adopt and learn, so companies can gain faster return on its investment. The user-friendly interface allows business managers to quickly build forecasts and schedules and measure real-time results and the impact of fluctuating schedules and customer activities.

Other important features include powerful forecasting modeling options; real-time adherence and schedule views; multi-channel, multi-location forecasting; multi-skill grouping and scheduling; customizable KPI and adherence guidelines; intraday management; reporting and dashboards; and performance alerting.

Customers can easily integrate the solution to their call center software solutions such as Syntellect (News - Alert) CIM and many other products on the market, allowing them to leverage the real-time and historical data in their call center solutions. 

CallRex software also offers affordable access to call recording technologies, supporting IP telephony systems, VoIP softswitches and unified communications solutions from Microsoft Corp., Cisco, ShoreTel, Mitel, Fonality (News - Alert), 3Com/HP, Avaya, BroadSoft, Digium | Asterisk, TalkSwitch, and more.Call centers showed significant improvements in 2011, especially in terms of how agents interact with customers, TMCnet reported. As the trend continues, the contact center as a whole will certainly integrate next-generation features and technology that empowers agents to handle large numbers of inbound inquiries and outbound contacts.

Based on developments that occurred throughout 2011 in the contact center, TMCnet highlighted some predictions for what call center software tools will help take contact centers to the next level in 2012.

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.

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