EMPOWER YOUR CONTACT CENTER OPERATIONS

Our software allows contact center operations staff to make changes to Call Taker skills configurations without having to rely on other contact center support organizations that would normally perform these changes for them

CLOUD ENABLED

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CALL TAKER RE-SKILLING

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ENHANCED WORKFORCE
MANAGEMENT (WFM)

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FUTURE SCHEDULING & AUTOMATED ROLL-BACK

THE CHALLENGES

  •  Issues managing & administering temporary Call Taker skill configurations
     

  • Difficulty relying on multiple entities (IT, Ops, WFM) in order to manage reskilling efforts
     

  • Absence of effective workforce management (WFM) tools

  • Scheduling Call Takers is labor intensive and time consuming
     

  • Lack of visibility into scheduling

 

 

CLOUD BASED SOLUTION

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NON-DISRUPTIVE, QUICK TO DEPLOY, MINIMAL TRAINING REQUIRED

FEATURES & CAPABILITIES

Non-Disruptive Integration; Layers on top of existing contact center application environment

Future Scheduling of Temporary Changes that can be a single or recurring event that rolls-back automatically

Call Taker Temporary Configuration Skills Changes that can be implemented, tracked & automatically reverted back to its original configuration

Activity Scheduling Report; Ability to see temporary skills configuration changes in a Calendar View

Elimination of manually tracking temporary changes

Call Taker Driven Skills Configuration Capability (self-managed call control)

Ability to Create Agent Groups & Skills Groups

Status notifications detailing temporary scheduling activities (E-mail & SMS)

Standard Reports; End-to-End Audit Trails

User Activity Dashboard; Real-Time Monitoring Capability

Integration to Single Sign-On Capabilities

 

THE BENEFITS

EMPOWERING STAFF SAVES TIME, EFFORT & REDUCES ERRORS

ENHANCED WORKFORCE
MANAGEMENT (WFM)

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  • Provides capabilities to manage, monitor & track Call Taker availability in real time

  • Enables the ability to temporarily manage Call Taker "On-Phone" availability schedules

  • Historical reporting specific to Call Taker schedules & "On-Phone" activities

RAPID CALL TAKER
RESKILLING

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  • Provides contact center operations the ability to address unexpected Call Volume Fluctuations & Arrival Patterns

  • Allows operations to temporarily adjust Call Taker skills configurations without IT assitance

  • Reduces dependencies on other support organizations to configure Call Taker skills profiles

FUTURE SCHEDULING & AUTOMATED ROLL-BACK

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  • Facilitates the ability to future schedule recurring projects & initiatives

  • Automatic roll-back of all temporary changes made to Call Taker skills configurations

  • Significantly Reduces repetitive tasks & human intervention

 

THE COMPANY

WHO WE ARE & WHAT WE DO

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2550 W. Union Hills Drive, Suite #350 Phoenix, AZ 85027