Home
Products
Solutions
Customer Login


Workforce Management

inContact Workforce Management is a contact center solution that enables easy and efficient agent scheduling. It allows you to staff the right people, with the right skills, at the right time of the day.

Improve Your Workforce Efficiency

Reducing labor waste is key in delivering an efficient use of time. With inContact Workforce Management, you will improve on forecast accuracy and schedule efficiency, while maintaining service level objectives. This patented, multi-algorithm approach helps you plan for long term staffing and training needs based on volume trends. At the same time, you will make more informed intraday decisions (without manual tracking) through a near real-time understanding of your forecast accuracy.

Improve Your Workforce Efficiency

Reducing labor waste is key in delivering an efficient use of time. With inContact Workforce Management, you will improve on forecast accuracy and schedule efficiency, while maintaining service level objectives. This patented, multi-algorithm approach helps you plan for long term staffing and training needs based on volume trends. At the same time, you will make more informed intraday decisions (without manual tracking) through a near real-time understanding of your forecast accuracy.

Generate a Better Plan for Your Staff

Having a clear path for planning capacity, or for any conceivable volume/agent impacting event, ensures readiness and a game plan to react quickly. “What if” scenario planning provides the ability to develop a plan for an unlimited number of volume/agent impacting events. Strategic Planner leverages the most accurate forecast in the industry to align your future staffing needs with the expected volume.

Flexible Integration Options to Meet you Where you are

Multiple integration options provide the opportunity to leverage an advanced WFM product without reengineering your infrastructure. Integrate with multiple ACDs; on premise ACDs (UCCE, UCCX, CMS, etc.) and the inContact ACD.

Real Time Visibility for Real Time Decisions

Making real-time decisions is a must for contact centers. inContact Workforce Management enables quick, decisive action by detecting issues before they impact service levels. The intraday manager provides intraday re-forecasting and re-scheduling capabilities to management. Real-time service levels and real-time forecast-to-actual interaction comparison are also available for real-time decision making.

Agent-Centric Workforce Management

inContact Workforce Management provides agent lifestyle support capabilities to better support agent needs while still meeting the needs of the business. Lifestyle scheduling, vacation and schedule bidding, and time management are all designed to provide options that can allow the agent to participate in the scheduling and time management process.

Workforce Management Software Accurately Forecasts Customer Demand

Take into account a wide view of your contact center’s historical workload trends, including quarter hour intra-day volumes, to create optimal schedules based on predictive data. Benefit from our years of experience in building the right scientific model for more accurate forecasts. inContact Workforce Management supports forecasting by skill, media, time of day, day of week, and even the forecasting of long-term demands during strategic planning exercises. They also use historical data to create special event profiles, enabling you to predict volume for future special events.

CONTACT OUR SALES CONSULTANT

Tim Worth
Systems Consultant (Missouri)

EMAIL ME
CALL: (314) 567-7755 EXT 255
FAX: (314) 567-0863


 

Ben Trebing
Systems Consultant (Illinois)

EMAIL ME
CALL: (314) 567-7755 EXT 226
FAX: (314) 567-0863


 
PRODUCT SPOTLIGHT


© Copyright 2001- 2017 BusComm Incorporated. All Rights Reserved.
BusComm Incorporated • 11696 Lilburn Park Road • St. Louis, MO. 63146 • Phone (314)567-7755 • Fax (314)567-0863

Sales: sales@buscomminc.com - Service: support@buscomminc.com

FaceBook Linkeddin YouTube