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.
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.
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 service, at all times.
With its full integration to the CIC platform and multimedia capability, Interaction Optimizer lets a contact center leverage CIC’s historical ACD data for seamless forecasting, plus the recording and agent scorecard features in Interaction Recorder® and quality monitoring and whisper coaching in Interaction Supervisor™. The result is optimum agent performance levels at all times across media channels for the phone as well as e-mail and Web chat.
Also coming from one vendor, the CIC-Interaction Optimizer solution requires no 3rd-party integrations, no added implementation times and no upgrade hassles. CIC’s Interaction Administrator® interface even simplifies Interaction Optimizer administration with a single, central support center that lowers the total cost of ownership dramatically over other WFM solutions. Cornerstone for your workforce optimization program
Quality monitoring/call recording, performance management and e-learning are all required building blocks for a workforce optimization program. The advanced WFM features you get with Interaction Optimizer, however, provide the scheduling cornerstone that anchors these other program components to make superior customer service more achievable.
While Interaction Optimizer makes it easier to schedule a contact center’s agent workforce, it’s also made to lower your total cost of ownership more than any other workforce optimization solution.