Enterprise Workforce Optimization

Increase employee and customer satisfaction and engagement, while lowering cost of service delivery

As customer expectations evolve, so must the approach that your organization takes to deliver service. With interactions taking place across various communications channels and organizational touch points, it no longer makes sense to manage service delivery in functional silos. You need an enterprise approach to customer service, with the ability to manage the employees who are part of the service delivery process, regardless of their department or functional area.

public safety solutions
robotic process automation, performance management solution

Our Workforce Optimization offers organizations a comprehensive way to capture, evaluate, manage and analyze omni-channel customer interactions.  This enterprise solution is a broad set of unified software and services that can enable you to capture interactions and manage performance of your employees either across your enterprise, or in targeted areas of your business, including:

  • Back-office operations
  • Branch operations
  • Contact centers
  • Financial trading rooms

Our Workforce Optimization comprises a suite of unified solutions with a single user interface and unique business process workflows available right out of the box. This can help you quickly gain access to information for faster decision making. Other advantages include simplified system administration and maintenance, real-time enterprise collaboration, intuitive interfaces and navigation, and reduced total cost of ownership. Our Workforce Optimization includes proven solutions such as:

  • Recording
  • Quality Management
  • Enterprise Workforce Management
  • Performance Management 
  • Desktop and Process Analytics
  • Robotic Process Automation
 

Our Workforce Optimization works in tandem with our Customer Analytics products such as Speech, Text and  Enterprise Feedback Management and Customer Community.

Our Workforce Optimization can be licensed as a whole or by individual product and deployed on-premises, or accessed via the cloud, with flexible purchase methods to suit your business needs.

Our Workforce Optimization comprises a suite of unified solutions with a single user interface and unique business process workflows available right out of the box. This can help you quickly gain access to information for faster decision making. Other advantages include simplified system administration and maintenance, real-time enterprise collaboration, intuitive interfaces and navigation, and reduced total cost of ownership. Our Workforce Optimization includes proven solutions such as: