Established in 1959 by Jay Van Andel and Richard DeVos, Amway, uses a multilevel marketing model to sell a range of products in more than a hundred countries around the world through affiliated companies. Beginning in the late 50s and continuing through today, Amway has been integrating the latest technology in the marketplace to improve the operational efficiency of the organization and provide its customers with quality support. The New Zealand affiliate of the company announced it has selected a cloud-based global workforce management from injixo for overall improvements in its regional contact center.
Call centers are an essential component for multilevel marketing models so they can sell their products and provide customer support. It is therefore vitally important to ensure the workforce in the contact centers are performing at optimum levels. The injixo workforce management (WFM) solution is an online platform that offers cloud-based services to contact center professionals as a Software-as-a-Service (SaaS (News - Alert)) model.
The primary function of this platform is to keep costs down while improving the quality of service contact centers deliver to their customers. By providing valuable insights into the overall operations, the injixo WFM technology is able to highlight the operational procedures that need to be improved or removed while still maintaining quality.
By using the cloud to deliver the service, injixo is able to provide the scalability to handle anywhere from 10 to 10,000 agents without having to make costly capital expenditures to support the increased capacity. According to the company, it runs on a secured cloud environment which it guarantees with minimum availability of 99.5 percent.
The availability also extends to mobile so contact center employees can be managed anytime and anywhere. The mobile ready application gives administrators access to schedules and any changes can be passed on to employees on their personal mobile devices to ensure they receive the latest schedule information.
The injixo WFM solution features a suite of applications that powers workforce management for contact centers of all sizes, which include:
- Fully automated, self-learning forecasting that is always up to date
- Optimized scheduling
- Powerful intraday management
- Agent self-service portal
- Industry-leading workforce management education powered by The Call Center School
“As Amway’s business has become more complex with multi-channel contacts and an increased need to make operational efficiencies, we required a cost-effective, highly functional WFM solution. Through injixo, Amway can create an optimized, employee-oriented contact center,” said Simon Bennett, Senior Manager of Amway New Zealand.
As Bennett mentioned, there are many ways in which customers can access contact centers, and these multi-channel options are introducing levels of complexity that require solutions capable of handling every touch point. The injixo WFM platform provides the tools needed to control the entire resource process and service level planning so managers can have a comprehensive view of the day-to-day operations in the contact center.
Edited by Maurice Nagle