Workforce Optimization (WFO) provides the necessary tools to monitor, guide, direct and improve employee performance.
AVDS offers Interaction Optimizer™--part of a complete workforce optimization solution for strategic planning and forecasting. Optimizer helps contact center managers analyze their interaction load, improve service levels, and generate efficient schedules with inherent forecasting.
Out-of-the-box integration with Customer Interaction Center™ provides a single point of administration for simple configuration and maintenance.
In addition, with CIC's integration with IBM's Connections™/Sametime™ collaboration tools, your organization becomes a social business, where experts can be accessed quickly and easily, community forums allow employees and customers to share information, and the social capital gleaned from customer interactions can be spread throughout the entire organization.