Top 9 Workforce Optimization Software
Businesses need Workforce Optimization (WFO) solutions to ensure maximum customer satisfaction, maximize labor efficiency and reduce operational costs. Usually, workforce optimization involves integrating work center technologies to improve operational efficiency, customer experience, and employee efficiency. Organizations implement workforce optimization strategies by monitoring the activities of certain positions and deploying the right number of employees to handle the right job.
Although Workforce Optimization began in call centers, companies in different industries such as manufacturing, financial services, and retail industries utilize Workforce Optimization practices to improve employee efficiency.
The best way to capitalize on Workforce Optimization strategies is to use Workforce Optimization software. Software vendors have developed different Workforce Optimization software packages to meet the needs of your organization. These packages come with technologies that help companies streamline operations and increase efficiency. With the right Workforce Optimization software, companies can improve the performance of customer centers and other departments by deploying well-trained agents.
Workforce Optimization Software unite all relevant data from the contact center, back-office, and the enterprise under one, integrated platform to enables to correlate, share, and use information to make informed decisions and optimizations faster.
Workforce Optimization Software analyze historical data to forecast future transaction volume and handle times and automatically produce schedules to deploy the right agents with the appropriate skills at the right time. It enables organizations to improve agent productivity, identify performance gaps, deliver targeted coaching, and effectively forecast workloads and schedule staff. Workforce Optimization Software uses analytics based modeling to dynamically personalize contact center processes, such as scheduling, coaching, training, evaluations, and motivational incentives, at an individual agent level.
What are the Best Workforce Optimization Software: Calabrio, Teleopti, NICE IEX, Avaya, Genesys Employee Engagement, Noble Systems, Aspect, VPI, Verint Systems are some of the Top Workforce Optimization Software.
What are Workforce Optimization Software?
Workforce optimization software is a type of software that integrates various call center technologies such as quality management, audio recording, screen recording, audio analytics, text analytics, workforce management, recruitment, training, performance management, and workforce scheduling to optimize the performance of employees and maximize customer satisfaction.
Workforce optimization suites also come with tools for eLearning, coaching, quality monitoring, speech analytics, and surveying. They use technologies that unite various organizational functions such as call center and back-office functions.
As an integrated platform, a Workforce Optimization application allows companies to bring together all pertinent data from different departments. Users of the software can correlate, share or utilize the data when making informed decisions.
Workforce Optimization software also enables organizations to analyze data, predict the volume of future transactions, calculate the time needed to complete future tasks, generate schedules, and deploy skilled agents. Many software companies have developed Workforce Optimization programs with different features, so your choice will depend on your company’s needs and preferences.
- Workforce and Performance Management: Workforce Optimization software comes with features that allow companies to forecast future workloads, assign tasks, and monitor employees to ensure adherence to schedules. It also helps companies identify contact center and employee challenges to inform corrective action. Companies can also keep a record of the number of hours worked and employee attendance.
- Audio and Screen Recording: This feature helps organizations keep a record of all screen and audio interactions between company agents and customers. The software can capture information during phone calls and help companies understand how employees use software and websites.
- Analytics: The best Workforce Optimization software products include different analytics features such as speech, text, interaction, desktop, and quality analytics. These features allow organizations to boost quality assurance processes, monitor the activities of agents, identify and get rid of productivity bottlenecks, and turn agent conversations into actionable insights.
- Real-time Coaching and eLearning: Workforce Optimization software includes tools that allow companies to automatically identify performance issues, verify problems, facilitate eLearning, and recommend coaching actions.
- Phone Support: Many Workforce Optimization software products allow people to use phones to perform certain tasks such as real-time eLearning and schedule management.
Some of the benefits include:
Workforce Optimization Software
- Improved agent productivity
- Effective scheduling of staff
- Availability of key data on the performance of employees
- Identification of performance gaps
- Effective prediction of future workloads
- Effective delivery of targeted training or coaching
- Reduced labor, non-compliance and financial risks
- Improved customer satisfaction and retention
Top Workforce Optimization Software
Calabrio
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience. Calabrio’s Calabrio ONE includes features such as call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting. Calabrio One lets users create a unified and complete picture of every customer and every interaction. Users can also utilize pre-built tools or create users own highly customized reports, dashboards, and scorecards with Calabrio One’s Data Explorer. Calabrio One also lets…
• Access, create, publish, schedule, share and manage reports, dashboards and scorecards.
• Connect advanced speech analytics and text analytics tools across every channel.
• Create and fill overtime opportunities in real time.
• Create non-siloed, holistic reporting that aligns with unique business goals
• Play back relevant recordings and find what you need.
• Contact for Pricing
• Access, create, publish, schedule, share and manage reports, dashboards and scorecards.
• Connect advanced speech analytics and text analytics tools across every channel.
• Create and fill overtime opportunities in real time.
• Turn mountains of call data into neatly categorized information.
• Meet policies and comply with regulations for data encryption and secure storage.
• React to surges or ebbs in interaction volumes
Teleopti
Teleopti WFM is a world class Workforce Management solution that encompasses all that a user need to optimize the staffing and customer service across their enterprise. Its solution supports optimization of the contact center, back-office and even user branches and stores. Teleopti provides everything necessary to effectively manage user staff, forecast demand, create schedules automatically, develop accurate and insightful reports and improve user overall customer service operation. Teleopti is a top, global provider of workforce management software that offers a world-class WFM solution that is sophisticated, localized and easy to use. As the largest “best-of-breed” vendor, Teleopti focuses on helping…
• Budgeting & Forecasting
• Contractor Management
• Employee Lifecycle Management
• Labor Projection
• Performance Appraisal
• Recruiting Management
• Scheduling
• Skills Tracking
• Time & Attendance
• Contact for Pricing
• Budgeting & Forecasting
• Contractor Management
• Employee Lifecycle Management
• Be prepared for the demands of the business long before the customer calls or walks through the door, by creating reliable and accurate forecasts and budgets.
• Improve operational efficiency by developing optimal staffing schedules that make the most out of the resources and incorporate all types of activities into the customer service operations.
• Reduce administration and manual handling of schedules, holiday bookings, shift trades and changes, with automatic and self-service tools.
NICE IEX
NICE IEX is a Workforce Management solution which delivers highly tuned forecasts and schedules, and automates processes to free users to focus on higher value activities with its simple end user interfaces making it easy for every employee to 'own' their schedule and their performance. NICE IEX offer features such as factor multiple methodologies, contact channels, departments and skills types into forecasts and schedules, real-time visibility into service queues and employee, simple end user interfaces, requesting time-off, trading shifts and sharing ideas and availability on-premise or via the cloud. NICE IEX offers a Performance Manager Module which lets users report…
• Performance Manager Module
• Time Off Manager
• Webstation
• Availability Points
• Interaction Analytics
• Back Office WFM
Contact for Pricing
• Performance Manager Module
• Time Off Manager
• Webstation
•Simulate real-world prioritization, routing and skill assignments to determine work allocation expectations
•Manage change - Monitor and proactively respond to changing conditions in real-time
•Access anytime with mobile
Avaya
Avaya is a global provider of business collaboration and communication solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. Avaya explores communications, conferencing, and infrastructure solutions that support real-time engagement by integrating voice, video, data, messaging, conferencing, mobility, and more. As Avaya puts businesses ahead in a world of mobility, apps, social, and cloud, business workforce becomes more seamlessly connected and productivity increases. Customer satisfaction rises and innovation thrives. And as business grow, one can count on unrivaled scalability and flexibility to support every location, from small branches to corporate headquarters.…
•Omnichannel Assisted Experience
•Omnichannel Automated Experience
•Actionable Insights
•Communication and Messaging
•Platform and Infrastructure
•Video and Conferencing
•Software-Defined Networking
•Ethernet Switches
•Access Control
•Wireless Networks
•Network Management
•Partner and Service Provider Cloud Solutions
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•Omnichannel Assisted Experience
•Omnichannel Automated Experience
•Actionable Insights
Genesys Employee Engagement
Genesys Employee Engagement has a single omnichannel desktop and workforce management capabilities which lets users invest in the users’ employees to deliver a better customer experience. Genesys Employee Engagement includes a Workforce Optimization, an Omnichannel Desktop, Collaboration and Genesys Performance DNA. Genesys Employee Engagement offers a single omnichannel desktop where agents can manage channel interactions and work item queues with supporting context and knowledge through integration with CRM and other applications or knowledge bases. Genesys Employee Engagement enables schedules, forecasts and reports to be created for all channels so that users can better manage service levels, generate more insightful agent…
• Correlate business performance with the employee skills, knowledge and attributes that deliver optimal business outcomes.
• Video conferencing, group chat rooms and conference calling gets everyone communicating and on the same page
• Guide employees during customer interactions to improve service quality, ensure compliance and meet targeted business goals.
• Accurately forecast and schedule your agents across all communication channels and departments
• Schedules, forecasts and reports can be created for all channels, to better manage service levels, generate more insightful agent scorecards and improve training and coaching sessions
• Contact for Pricing
• Correlate business performance with the employee skills, knowledge and attributes that deliver optimal business outcomes.
• Video conferencing, group chat rooms and conference calling gets everyone communicating and on the same page
• Guide employees during customer interactions to improve service quality, ensure compliance and meet targeted business goals.
• Lower operational costs and empower employees with automated quality management.
• Get real-time insights into the complete customer journey.
• Transform once-fragmented information into valuable insights.
Noble Systems
The Noble Solution suite is a unified Customer Interaction Management (CIM) solution for today's multimedia business environments. Noble Systems helps users to control costs and improve operational efficiencies with information management and functional tools to manage blended voice and non-voice communications. It solution combines an open platform with an integrated relational database, workflow and resource management tools, and real-time reporting to offer a complete, integrated platform for managing the customer contact programs. The Noble Solution is a comprehensive solution for managing inbound, outbound, and blended omnichannel customer contacts. Noble ShiftTrack WFM removes the guesswork from users contact center planning, by…
• Client/Server Architecture
• Graphical Interfaces
• Drill-Down Decision Support Tools
• Customized Data Views
• Service Level Alerts
• Information Archives
• Reporting from Anywhere
• Contact for Pricing
• Client/Server Architecture
• Graphical Interfaces
• Drill-Down Decision Support Tools
• Increases agent productivity to over 50 minutes per hour.
• Provides comprehensive ACD and dialing features and functionality.
• Supports rapid campaign development without complex programming.
Aspect
Aspect Workforce optimization solutions increase productivity for millions of agents worldwide while enhancing their work lives every day from real-time coaching to managing their schedules via smartphones with ease. Aspect Workforce optimization solutions offers features such as Workforce Planning, Back Office Optimization, Call Center Analytics and Workforce Management in the Cloud, including Aspect Mila, Quality Monitoring, Recording, Quality Analytics, Surveys, Performance Management, Coaching, eLearning and speech analytics in the suite. Aspect Workforce Optimization suite incorporates a common modern, graphical, icon and widget-based user interface that makes historically complex workforce planning actions a snap. Aspect Workforce offers a Management software which…
• Forecast, schedule and track adherence of employee schedules
• Bring together multiple sources of data for analysis
• Automatically or manually assign packaged training sessions to agents and teams
• Transform agent conversations into a rich repository of actionable insights
• Unlock the vast storehouse of information that exists right on the agent desktop
• Contact for Pricing
• Forecast, schedule and track adherence of employee schedules
• Bring together multiple sources of data for analysis
• Automatically or manually assign packaged training sessions to agents and teams
• Balance the needs of customers and employees alike so larger business goals are always in sight
• Give the back office workforce the same attention as the front office and just watch customer service levels rise.
• Cloud delivery, includes lowest total cost of use, scalability and continuous free upgrades
VPI
VPI offers quality service and the highest quality of call recording and workforce optimization solutions available. VPI Services help maximize the ROI of users’ technology investment. VPI’s Professional Services focus on people, processes, and the best-in-class technology requirements. VPI’s Professional Services team works side-by-side with the technical and business staff to customize, implement, integrate, augment, and optimize high-performance interactions recording and workforce optimization solutions and strategies. Service offerings from VPI make it easy for the organization to gain accurate, timely, actionable insights regarding the performance of their contact center teams and the value they generate towards the fulfillment of their…
• Best Practices Workforce Optimization
• Quality Management
• Custom Report Development
• Custom Dashboard Development
• High Impact Speech Analytics
• Integration and Customization
• Performance Management and Calibration
• Contact for Pricing
• Best Practices Workforce Optimization
• Quality Management
• Custom Report Development
• Expediting time to value.
• Accelerating learning curve and productivity.
• Reducing user total cost of ownership.
Verint Systems
Verint is a global leader in Actionable Intelligence solutions.With Verint solutions and value-added services, organizations of all sizes and across many industries can make more timely and effective decisions. Many organizations use Verint solutions to improve enterprise performance and make the world a safer place. Verint’s vision is to create A Smarter World with Actionable Intelligence. Actionable Intelligence solutions of Verint help organizations address three important challenges: Customer Engagement Optimization; Security Intelligence; and Fraud, Risk and Compliance. Verint helps the customers to capture large amounts of information from numerous data types and sources, use analytics to glean insights from the…
•Effective decisions
•Improve enterprise performance
•Strategic consulting
•Fraud solutions
•Implementation services
•Customer Engagement Optimization
•Cyber Intelligence
•Risk and Compliance solutions
Contact for pricing
•Effective decisions
•Improve enterprise performance
•Strategic consulting
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What is Workforce Optimization Software?
Workforce Optimization involves integrating work center technologies to improve operational efficiency, customer experience, and employee efficiency. Workforce Optimization Software unite all relevant data from the contact center, back-office, and the enterprise under one, integrated platform to enables to correlate, share, and use information to make informed decisions and optimizations faster.
What are the Best Workforce Optimization Software?
Calabrio, Teleopti, NICE IEX, Avaya, Genesys Employee Engagement, Noble Systems, Aspect, VPI, Verint Systems are some of the Top Workforce Optimization Software.
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