STEVE
SUBJECT MATTER EXPERT
TESTIMONIAL
"OpsTel SPEED™ enabled us to quickly address ‘Service Level” issues by temporarily adjusting an agent’s skills configuration assignments and priorities to redirect call volume towards agents that have “Stranded Capacity”.
The automatic revert back feature that allows us to schedule when we want the agent’s skills configuration to be restored to its original configuration, saves us a minimum of 50% of the required labor to do these changes."
Solution Details Below
Lightning Fast & Scheduled;
Automated Agent Skills Configuration Management
Accelerate profile skill configuration management operations with the temporary skills and configuration override capabilities of OpsTel SPEED™
5 TIMES
FASTER!
New & enhanced way to speed up & optimize invoking temporary agent skills configuration changes to your environment
50% EFFICIENCY
GAINS!!
Eliminates 50% of the workload associated with temporary skills configuration management
MINIMAL TRAINING REQUIRED!
With enhanced agent skills configuration management, the labor involved is greatly reduced making OpsTel SPEED™ easy to learn and operate
Let's crack some NUMBERS
The infochart below is an example of the losses discovered with a large contact center company utilizing OpsTel SPEED's™ capabilities.
ISSUES DISCOVERED
IMPROVEMENTS MADE
Misalignment
of Agent skills configuration
Auditing
Agent population skill configuration
Reduction
of incorrect skills assignments
In Work Hours
Needed to perform future scheduled skills changes
OpsTel SPEED™ HIGHLIGHTS & BENEFITS
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Enhanced way to speed up & optimize envoking temporary agent skills configuration changes to your environment
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Speed allows you to schedule both future changes & temporary changes that auto revert back to the original state when scheduled time expires
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Eliminates 50% of the workload associated with temporary skills configuration management
-
Speeds up your ability to make on-the-fly decisions that affect business outcomes
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Automation techniques that reduce human error
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Increases customer satisfaction due to higher utilization
KEY PERFORMANCE INDICATORS
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Real-time agent state & current skills configuration
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Top-down bottom-up skills distribution matrix
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Contact performance statistics - ASA, AWT, calls in queue, etc.
Agent profile CONFIGURATION MANAGEMENT
OPPORTUNITY
• Difficult to access un-utilized stranded capacity
• Administration of skills configuration management requires elevated expertise
• Depending on complexity, up to 60 seconds to submit temporary changes
• Additional training, licensing and access control required
• Limited reporting and auditing capabilities
SOLUTION
• Minimal expertise and training required to implement complex skills configuration changes
• Temporary changes are scheduled to automatically revert back to the original state
• Audit trails provide detailed skills management activities
BUSINESS OUTCOME
• 50% to 75% reduction in labor expenses with scheduled auto-revert back capability of temporary skills changes
• Increased ability to utilize stranded capacity resulting in higher customer satisfaction
• Reduced risk of human error through limited administrative permissions
• Elevated transparency with "end-to-end" audit trail reporting that identifies out of compliance user activity
SAVE MONEY, CUT WASTE, DRIVE EFFICIENCY &
IMPROVE CUSTOMER EXPERIENCE
OpsTel Services is a 100% operations focused SaaS & on premise software company that provides contact center operations solutions designed specifically for contact center operations experts. Genesys Verizon Avaya PPT Solutions Eventus Nice InContact Cisco CX19 CX20 Contact Center Operations Solutions Call Center Solutions After decades of leadership experience directing contact centers across multiple Fortune 1000 enterprises, we understand how to handle the constant demands and dynamic challenges that are required to operate at peak performance. With that in mind, we focus on solving business problems, generating greater efficiencies and savings, while reducing risk and ensuring compliance in today's ever changing environments. Let us help you achieve maximum results out of your contact center operations environment by leveraging the latest technology in advanced automation and agent configuration orchestration.
OpsTel Services is revolutionizing the way companies control costs associated with software asset management, profile identity provisioning, and proactive skills management. With thought leadership and innovation, we have created a solution suite that seamlessly integrates into the administrative functions of the point solutions that enable the contact center. We enhance the operations staff's ability to quickly react to the dynamic challenges of running a large scale contact center operation. OpsTel Services has created various tools that seamlessly integrate into the existing applications running contact center enterprises. Our industry leading automation technology will save your company time and money. Automated Agent Profile Provisioning & Configuration Management. Automated Agent Skills Configuration Management. Accelerate profile skill configuration management operations with the temporary skills and configuration override capabilities. Diagnostic Compliance & Auditing Solution
