Business Process and Workforce Management
Truly the next generation of business process tools are here today. All forms of communications are coming together so you can monitor, report, manage, and make the best decisions for your business.
Interaction Optimizer® is a complete workforce management (WFM) application for optimizing agent effectiveness in contact centers of all sizes, from 20 agents to thousands.
And because the Interaction Optimizer application fully integrates to the Customer Interaction Center® (CIC) multimedia IP contact center platform, it provides functionality that WFM products and integrations from separate vendors can’t achieve.
Scheduling agents in a contact center is a full-time balancing act. Contact volume peaks and valleys, multimedia interactions, managing skill sets as well as headcount…and constantly making sure agents are present and accounted for to maintain quality service levels.
Intelligent forecasting, scheduling and real-time adherence
Interaction Optimizer combines CIC’s historical ACD data with projected market expectations for demand forecasts that more accurately determine required scheduling targets. Also use Interaction Optimizer to manage agents’ time-off requests and last-minute changes for schedules that balance anticipated interaction demands with agent availability and skills. Interaction Optimizer’s real-time adherence features additionally position management to ensure optimal staffing and quality servic, at all times.
Interaction Process Automation
In a nutshell, the ability to go beyond the next generation of business management and process tools is here today. IPA with the Interaction Center provides the ability of not only virtually every form of communication, but now business processes can be managed, reported, and handled in the most efficient format for your business.
IPA has already completed testing, is now available, and is easily integrated to your existing systems.
Want to Learn More?
Contact Absolute Networking or click to download an overview
Interaction Optimizer
Interaction Process Automation