Workforce Intelligence is a fully-integrated contact center operations engine that brings supervisor productivity to a new level by triggering routing or workforce changes to achieve optimum service levels. This allows supervisors to prioritize coaching and agent training instead of being swamped with undifferentiated tasks. Workforce Intelligence incorporates knowledge of performance and scheduling into current operational status, creates responsive, sophisticated alerts and actions without the need for manual intervention or monitoring.
Workforce Intelligence Features:
- Resolve performance issues faster - Gather the right data from your ACD and WFO/WFM applications and respond in real-time to changing conditions by quickly adjusting campaigns and activities. Reduce handle time and improve first call resolution, reduce abandoned interactions and missed opportunities, focus on customer service, not on low-level tasks.
- Maximize supervisor productivity - Automatically adjust to changing conditions based on real-time information from the complete contact center view. Automatically apply proven processes for a clear trail of incremental improvement and opportunities to impact future outcomes, remove the need for manual stop-gap solutions that are hard to replicate and hard to measure, keep your supervisors’ attention where it needs to be—on agent performance.
- Connect information to action - Workforce Intelligence connects your contact center to your workforce—on the same platform in the same cloud. Free IT resources from the battle of multi-system management and administration, make scheduling decisions based on real-time information, assigning the right agents to the right tasks, identify new opportunities to improve processes and operational efficiencies.
StrataCore can help bring clarity to the rapidly evolving CCaaS (Contact Center as a Service) marketplace to ensure you get the best solution for your specific needs. Here's a short video that speaks to the advantages of using an IT services broker to source best-in-class solutions.