Solutions for Contact Center Teams

Contact center automation solutions process time-sensitive call center data in real time and take immediate action

Integrates with ACD, WFM and Other Systems to Support In-Center and Remote Customer Service Teams

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Deliver More
Training

Automation finds time for agents to complete coaching and training sessions

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AUTOMATE STAFFING
ADJUSTMENTS

Eliminate manual work
and keep labor costs
in check

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Improve
Adherence

Save WFM manager time, keep agents on schedule and reduce manual entry

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Streamline Call Handling

Monitor agent-state data and alert agents when pre-set thresholds are exceeded

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Deliver More Time for Training
and Other Activities

Streamline
Training

Automation aggregates idle time across the agent population and delivers training directly to agents’ desktops when service level demand allows, and automatically updates the schedule.

Facilitate
coaching

The system automatically prompts coaching sessions during idle time, streamlining contact center workflows and ensuring agents the personal support they need to better serve customers.

Strengthen
communications

The system leverages real-time automation to find appropriate moments during the shift to deliver work updates, system incident communications, or off-phone tasks to agents.

Recognize &
Reward Agents

Holistic insight into real-time center conditions allows you to offer agents surprise breaks, celebrate work anniversaries, or deliver other messages to support well-being.

Automate Staffing Adjustments

Protect the
Customer
Experience

Automation uses real-time net staffing data to constantly match agent supply with customer demand, while also reducing overstaffing costs.

Monitor
Agent
Attendance

When an agent fails to show up for a shift on time, automation notifies the supervisor and updates the schedule automatically.

Offer
Timely
VTO/VOT

Automation removes the burden of intraday staffing adjustments from WFM managers by monitoring volume and automatically proposing VTO and VOT options for agents.

Improve Adherence

Simplify
Adherence

Automation proactively prompts agents into their lunch, break, or end-of-shift before a long call creates an adherence issue. Prioritizing agents’ breaks and personal time is a huge win for agent engagement.

Monitor Agent
AUX State

Automation prompts out-of-aux-state agents to return to the appropriate auxiliary state and notifies supervisors for immediate intervention.

Identify & Address
Outlier Behavior

Automation addresses outlier behavior immediately with automatically triggered alerts to help keep adherence under control.

Streamline Call Handling

Accelerate
After-call
Work (ACW)

When agents exceed ACW time thresholds, automation automatically offers help or a reminder to resume helping customers.

Reduce
Customer
Hold Time

Automation monitors caller hold time and prompts agents—in terms you define—to check in with the customer.

Analyze
Agent
State

Automation monitors agent talk time, hold time and ACW time and aggregates the data to identify patterns that coaches can use to address outlier performance behavior.

Calculate Your Payoff

Savings You Can Count (On)

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Savings You Can Count (On)

“Millions of dollars in savings”

We have realized millions of dollars in savings by not only taking advantage of offline time but being able to notify agents when certain performance metrics are out of line such as extended ACW, allowing them to spend more time focusing on productive work.

– Scott D.
Workforce Ops Manager

What can automation do for your workforce?

Contact Center Automation Solutions

Solutions
for Back
Office Teams

Solutions for Workforce Management

Solutions for Operations Management

Test-Drive Contact Center Automation

Get a demo to learn how automation can improve your teams' performance

Request a Demo