Workforce Optimization

AVDS delivers innovative options to recruit, train, and manage a smarter, more personable workforce. We offer integrated Workforce Optimization solutions that are essential to delivering outstanding customer service and empowering a smart workforce.

Teleopti’s WFO solution provides out-of-the-box capability for seamless integrations with QM and eLearning solutions. Teleopti WFM comes with a rich Software Development Kit (SDK) to facilitate further development of Workforce Optimization solutions, which can provide:

  • Agent synchronization: single point of entry of agent information, and synchronization of changes to agent data – to reduce administration time and improve accuracy
  • Integrated performance reporting: import and display QM evaluation scores and other KPIs right into employee scorecards, for example, for an overall performance view
  • Scheduling of eLearning: automatic interface for exporting schedules and importing back training sessions for individuals and groups, leading to reduced manual work and increased efficiency
  • Smarter analytics: record and analyze the “right” interactions in QM solutions, based on call peaks or schedule information exported from Teleopti. This can lead to much more effective quality monitoring practices.

CallScripter’s Eureka enables post-contact analytics that include all channels of customer conversations including calls, chat, email, and social, and offers solutions for both large enterprises and smaller call centers.

The PureConnect platform by Genesys also includes workforce optimization as an add-on solution with Optimizer

Key Benefits of Workforce Optimization:

  • Improve Productivity
  • Increase Profitability
  • Reduce Staff Turnover
  • Establish Consistency Through Automation
  • Leverage Data to Continually Improve Business Process
  • Foster Employee Development

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