Workforce optimization

Enterprises increasingly face challenges on how to best turn their customer center data into actionable insights. With workforce optimization solutions, organizations improve performance to more efficient contact center.

These are just a few examples of IT resource optimization solutions. Scroll down or use the drop-down menu to learn more about each solution.

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  • Verint
  • Calabrio
  • OpenText
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Verint

Verint Workforce Optimization capabilities include workforce management, call recording, automated quality management, performance management, speech and text analytics, Voice of the Customer, Communities, and Knowledge Management. It is a unified platform for capturing interactions and managing the performance of employees across the enterprise.

Verint Workforce Optimization for Amazon Connect use cases include:

  • Compliance Recording
  • Automated Quality Management
  • Performance Management
  • Employee Desktop
  • Knowledge Management
  • Voice of the Customer
  • Workforce Management:
    • Forecast daily and long-term workloads
    • Effectively build employee schedules
    • Monitor intraday adherence

How it works

Additional resources from Verint

Guardian

Guardian sought to simplify, modernize, and automate its workforce planning capabilities by moving its deployment of Verint® Workforce Management™ to the cloud and extending it beyond its contact center operations to encompass and optimize its back-office functions. By implementing Verint, Guardian has increased productivity by up to 20 percent across its back-office operations and reduced shrinkage from 30 percent to as low as 13 percent.

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We view workforce planning as an ever-evolving process. We’re always trying to anticipate what the business will need from us tomorrow, or a year from now, and position our operations to meet those needs. Verint has played an instrumental part in us being able to do that. Without Verint Workforce Management, we would not have been able to expand into our back-office areas as quickly or as extensively as we did.

          Scott Boyd, Director of Workforce Planning, The Guardian Life Insurance Company of America

 

Calabrio

Calabrio ONE provides a complete toolset to unlock the value buried within your customer interaction data and use it to transform your entire business. Calabrio integrates with Amazon Connect and is an APN Advanced Technology Partner. Calabrio ONE's integration with Amazon Connect makes it simple for any organization to quickly build an intelligent, modern contact center in the cloud.

Calabrio ONE Workforce Optimization for Amazon Connect features include:

  • Smart scheduling and dynamic employee engagement
  • Hone forecasting and streamline scheduling and administration
  • Automate recording, evaluation, and reporting
  • Speech, desktop, and text analytics unlock contact center data
  • Customer-centric intelligence

How it works

Additional resources from Calabrio

Rackspace

Rackspace’s customer service environment had multiple disparate systems, applications, and services, all leading to over-provisioning of agents during peak times. After evaluating multiple solutions, Rackspace ultimately chose Calabrio ONE based upon its ease of use, positive implementation experience, customizations, and API integrations. As a result, Rackspace reduced queue backlogs by 41%, latency by 29%, and decreased ticket volumes by 7.5% since customers no longer needed to call back regarding unresolved tickets.

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Before Calabrio, we couldn't report on adherence with any regularity or via any sort of standardized process. Now, we’ve integrated our ACD with Calabrio, so we easily can report on irregular behavior and recommend changes. We’re delivering a better customer experience, and our customers know that someone will be there when they need them.

           Chris West, WFO Program Manager, Rackspace

OpenText

OpenText Qfiniti delivers workforce engagement applications for use with Amazon Connect. Qfiniti provides call recording playback of Amazon Connect interactions, easily built quality monitoring forms, desktop screen capture, muting and masking of voice and screen activity for payment card industry (PCI) compliance, and desktop analytics. Qfiniti’s simple licensing is based on named agents, includes training, and does not require licensing for non-agent users or administrators.

Qfiniti for Amazon Connect features include:

  • Interactions recorded by Amazon Connect and stored in S3
  • Qfiniti playback of interactions/metadata from the Connect S3 storage location
  • Data triggers to mute and mask Personally Identifiable Information (PII)/Payment Card Industry Information (PCI)
  • Desktop activity captured and on-screen agent guidance and automation

How it works

Additional resources from OpenText

HSN

'It's fun here' is the well-known slogan of leading American home shopping company HSN. But to preserve this high-standard, HSN knew it had to guarantee total shopper satisfaction. HSN turned to the full suite of OpenText products to improve overall customer satisfaction in both sales and customer service. By implementing OpenText Qfiniti, HSN was able to monitor and improve agent interactions. This meant they offered the superior level of service that their customers have come to expect.

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With OpenText Qfiniti, we’ve been able to improve overall customer satisfaction in both sales and customer service. We’ve also been able to identify trends or opportunities related to the call length, as well as key behaviors that were affecting sales performance or efficiency.

           Ricardo Weld, Director of Performance Support, HSN


AWS Marketplace

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