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Knowlagent RightTime Solution Adds Workforce Management Solution Integration
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Knowlagent RightTime Solution Adds Workforce Management Solution Integration

 
July 30, 2012

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By Rory Lidstone, TMCnet Contributing Writer
 

Provider of intraday management solutions for call centers, Knowlagent recently announced that its RightTime solution, designed to improve call center agent efficiency, now features integration capability with Workforce Management Software Group’s (WFMSG) Community Workforce Management Solution. The integration of these two solutions is meant to enhance the ability of RightTime and minimize wasted time, turning natural bits of idle time in a work day into productive work sessions.


Call center agents are able to complete activities that would normally require scheduled time away from call handling during idle time between calls. A personalized and prioritized activity queue — including such activities as coaching, training or back-office work — keeps agents on top of these tasks.

“Community WFM is ideally designed to readily integrate with other contact center technologies and is one of the primary advantages our customers enjoy when investing in our best of breed solution,” said Daryl Gonos, principal for sales and marketing at WFMSG, in a press release. “Our seamless integration with RightTime is a perfect example of how tight technology integration extends value to a customer on readily compatible platforms.”

RightTime is able to leverage automatic call distributor (ACD) and the Community WFM solution to dynamically respond to call volume, making it unnecessary to "hard schedule" most off-phone activities. RightTime can import agent schedules to create a schedule that delivers tasks only at the right moment and doesn't conflict with lunch, breaks or end of shift.

“With RightTime enabled Community WFM solutions, our clients can find as much as 49 minutes a day for agents to complete activities that bring a new level of productivity into the call center and help with customer experience improvements,” said Matt McConnell, CEO of Knowlagent.

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Edited by Rachel Ramsey

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