Workforce Optimization

Workforce Optimization means having the right resources available at the right time. AVDS leverages multiple technologies to deliver innovative options for recruiting, training, and managing a smarter, more engaged workforce. We offer integrated Workforce Optimization solutions that are essential to delivering outstanding customer service.

Strategic partnerships with industry leaders such as Genesys, Teleopti, and CallMiner, we make it easy to solve complex business challenges.

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 includes workforce optimization as an add-on solution with Optimizer.  AVDS, a long standing Genesys Gold Partner, has a team of WFO experts ready to guide you.

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

 

Download CallMiner Eureka Datasheet

Download Teleopti Datasheet

Download Optimizer Datasheet

Download Workforce Optimization Solution Brief

 Why AVDS over the rest?

Working together with your future in mind.

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