Workforce Management (WFM) technologies enable contact centers to produce an optimized work schedule, forecasted schedules, shift bidding, intra-day management, data capture, real-time agent adherence, virtual agent swap board and detailed cost of schedules.
To enhance its WFM capabilities, Indosoft, a provider of call center software, has just completed its connector for integration to NICE IEX (News - Alert) Workforce management software. With this new feature, Indosoft will be able to provide the ACD contact center data that is needed by WFM software for forecasting, scheduling and agent performance.
NICE is a provider of intent-based solutions and is known for its cross-channel and multi-sensor analytics that are used to improve businesses performance, increase operational efficiency, secure a business’s finances and provide high levels of security and safety. Its WFM software is used by contact centers worldwide to help them manage day-to-day events and agent adherence.
“In large contact center operations, workforce optimization is critical to managing costs. Productivity and operational efficiency are vital to the growth and long term viability of every contact center operation. Q-Suite provides granular details of call center activities through its cradle to grave reporting,” said James Terhune, chief technology officer at Indosoft (News - Alert).
Furthermore, the WFM features allow businesses to increase the level of consistency of their services for clients, minimize the cost of agent payroll, increase agent productivity, automate processes and produce administrative time savings. By combining the contact center, BackOffice and branch location into one solution, businesses have the ability to communicate seamlessly across all channels.
The connectors in Indosoft’s Q-Suite, which generate and store data for agent, queue, ACD and dialer, can now extract and deliver contact center performance data from sources in the call center ACD. All of this historical information will be provided to the WFM software to help with the forecasting and staff scheduling for contact centers.
For more information about Indosoft solutions, click here.
Edited by Allison Boccamazzo