Some vendors offer solutions that schedule and plan to increase efficiency and productivity — some offer solutions to enhance training and quality.
Today, as the contact center increases in significance for business success, a more streamlined approach to incorporating these solutions has emerged.
Bringing together traditional technologies to unify systems and processes is workforce optimization.
Workforce optimization typically combines the offerings call centers have leveraged to achieve success, and integrates them to work seamlessly with one another to effectively deliver on their goals.
Through workforce optimization solutions, contact centers have a better view and more control over their workforce.
To aid contact centers in leveraging their full potential, workforce optimization solutions make use of workforce management, performance management, coaching and e-learning for enhanced productivity, effective scheduling and an empowered workforce as well as workforce analytics, call recording and quality monitoring to improve the processes and overall quality of their entire operations.
By bringing these functionalities together, synching business processes with management and reporting applications, and driving change while promoting success, workforce optimization solutions have fast become widely accepted.
The following is a “roundup” of companies offering workforce optimization solutions that deliver on the promise of harnessing a contact center’s full potential. For more information about the companies and their offerings, please visit their Web sites.
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Altigen
www.altigen.com
Amcat
www.amcat.com
Aspect Software
www.aspect.com
Autonomy etalk
www.etalk.com
Calabrio
www.calabrio.com
Cambridge Technology Enterprises
www.ctepl.com
Celayix Software
www.celayix.com
Cisco
www.cisco.com
Cognos
www.cognos.com
Data Collection Resources
www.monitoringmadeeasy.com
Envision
www.envisioninc.com
Infor
www.infor.com
Interactive Intelligence
www.inin.com
InVision Software
www.invisionwfm.com
ISC
www.isc.com
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Jacada
www.jacada.com
Kronos
www.kronos.com
Left Bank Solutions
www.leftbanksolutions.com
Merced Systems
www.merced.com
NICE Systems/IEX
www.nice.com and www.iex.com
Oaisys
www.oaisys.com
Oracle
www.oracle.com
Pipkins
www.pipkins.com
SAP
www.sap.com
Symon
www.symon.com
Taleo
www.taleo.com
TeleDirect
www.tdirect.com
Telrex
www.telrex.com
UCN
www.ucn.net
Verint Witness Actionable Solutions
www.verint.com
Voice Print International (VPI)
www.vpi.com |