Workforce performance programs help achieve significant improvements in service quality and operational efficiency. In addition to ensuring that the right number of agents are performing at the right time, these workforce management systems strive to balance three often conflicting demands –service delivery optimization, lowering operating costs and reducing turnover of agents.
Basic functions include the forecasting of contact arrival patterns using historical and other information, creating scheduling assignments based on those forecasts, and providing reports on forecasting and scheduling accuracy. Many systems also offer an expanded range of features such as: skill-based and multimedia contact scheduling, intraday reports, agent self-service capabilities, performance tools, schedule adherence monitoring and time-off administration.
Below you’ll find information on scheduling and personnel managing software for your help desk or call centers. For further information on each company, click on the company's name.
For further information click on any of the workforce management vendors below.
Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise. For more information, visit www.aspect.com.
Avaya is the global leader in contact center and enterprise customer communication solutions. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, service and competitiveness.
Bay Bridge Decision Technologies is a company dedicated to Contact Center Operations. Our product, CenterBridge, is the first operations planning and analysis system for large and/or multi-site contact center organizations and was designed to improve both contact center efficiency and resource decision-making. CenterBridge is able to analyze complex operational scenarios in minutes. These rapid analyses serve as the back-bone for your long-term planning process enabling faster, more accurate decision making. Using CenterBridge your business decisions are based on real knowledge about your contact center.
Cisco is the worldwide leader in networking for the Internet and a leading provider of communication and collaboration solutions, including solutions for the contact center. Cisco customer solutions combine powerful contact center multi-channel routing and queuing with voice self-service to create unique, content rich experiences. Cisco is also delivering the next wave of customer care that enables enterprises to integrate traditional contact center tools and processes with Web 2.0, emerging social medias, and video in order to deliver compelling customer experiences and proactively manage a company’s brand and reputation. Learn more at www.cisco.com/go/cc
Five9 is the leading global provider of cloud-based
call center software for sales, marketing and support. The award-winning Five9
Virtual Call Center and
Predictive Dialer serve customers of all sizes on five continents. Customers profit from Five9’s reliable, robust functionality that provides the best technology, improves agent productivity, and delivers business
flexibility. Twitter: @Five9 Facebook:
Genesys, an Alcatel-Lucent company, is the world’s leading provider of contact center and customer service applications — with more than 4,000 customers in 80 countries. Genesys technology directs more than 100 million interactions every day, dynamically connecting customers with the right resources — self-service or assisted-service — to fulfill customer requests, optimize customer care goals and efficiently use agent resources. Genesys helps organizations drive contact center efficiency, stop customer frustration and accelerate business innovation. For more information: visit us on the Web: www.genesyslab.com
ISC (Irene® Workforce Management)The Improved Performance Group
Improved Performance Group (IPG) provides customized sales and leadership training and pre-/post-sales support and development to companies around the world. IPG was founded by noted sales expert Jonathan London in 1994. Since then, the company has trained more than 16,000 people in 23 countries. The company is known for enhancingsales for a wide range of technology companies including companies that use technology to sell their digital solutions. www.ipgtraining.com
The IEX Workforce Management Group at NICE Systems is a leading provider of strategic planning and performance management applications for call centers. Over 3,100 contact center sites with more than 1,000,000 agents in over 65 countries rely on our workforce optimization solutions to plan and optimize their agent performance. As part of the NICE SmartCenter, the IEX solution provides a centralized platform for optimizing the performance of your contact center. It helps your center forecast and plan more accurately and schedule more effectively. It supplies real-time information to let you better manage the performance of your people and your operation. It integrates data seamlessly across your enterprise and automates many time-consuming and labor-intensive processes.
The inContact platform includes ACD software with skills-based routing, IVR with speech recognition, CTI capabilities, reporting, work force optimization, eLearning, agent hiring and customer feedback measurement tools. Taken together, the inContact service center platform creates an integrated, all-in-one software solution for operations seeking to support call centers, including those with a distributed workforce – either at-home or multi-site. Please see inContact’s cloud contact center solutions.
injixo is the place contact center professionals go to manage the workforce, develop skills, and interact with peers. The injixo cloud-based platform provides sophisticated workforce management software on a subscription basis, along with comprehensive training and a community of consultant and end-user support. It’s the industry’s most affordable way to accomplish call forecasting, staff scheduling, and daily management of the staff.
LiveOps is the global leader in cloud contact center and customer service
solutions. More than 300 companies around the world, including
Salesforce.com, Symantec and New Zealand trust LiveOps' technology to enable
effective multichannel, social and mobile interactions with their customers.
LiveOps' award-winning platform has processed more than 1 Billion minutes of
customer interactions and managed operations for the largest US-based cloud
contact center of 20,000 home-based, independent agents.
Pipkins is committed to being the leading supplier of innovative and quality workforce optimization systems and services to domestic call centers and to strategic international customers. Pipkins supplies the world's first third generation management solution that forecast call volumes and staffing requirements, while correlating special business activities. It then optimally schedules agents in a multi-skill set call center environment.
Teleopti is the leading provider of solutions for strategic Workforce and Performance Management as well as Telecom Expense Management. The company is renowned for developing advanced and user-friendly solutions based on clients’ requirements. Hundreds of enterprises around the world rely on solutions from Teleopti to attain optimal operational efficiency and provide the highest levels of service.
Teleopti have 500+ customers in more than 60 countries across the globe and offices in the Nordics, New York, London, Frankfurt, Moscow, Istanbul, Dubai, Delhi, Madrid, Paris and Bejing. The company has 16 consecutive years of solid profit and growth. High capitalisation and AAA credit rating. Other highlights include Winner of Microsoft .NET Awards 2007, three times winner of CCW-Awards as Best in Europe and most recently Teleopti was the first organization in Sweden to achieve 3 stars for SDI’s Service Desk Certification programme. Teleopti, established in Stockholm, Sweden in 1992 operates through a comprehensive network of partners.
An organization devoted to facilitating education and networking opportunities among workforce planners across all industries. SWPP provides its membership with a variety of services, including: member-only access to the SWPP website; e-mail Tip of the Week; quarterly newsletters with timely articles written by industry experts; regional networking meetings (SWPP Meets); online forum; 10% discount on SWPP educational offerings; and $100 discount to the SWPP Annual Conference. Membership in SWPP is available to anyone in the workforce planning or related profession. www.swpp.org
Verint® Enterprise Intelligence Solutions™ is the leader in enterprise workforce optimization solutions and services. Its solutions are designed to help organizations of all sizes capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization™ suite is the industry’s most unified solution set—featuring quality monitoring and recording, workforce management, customer interaction analytics (speech analytics, data analytics, text analytics and customer feedback surveys), desktop and process analytics, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.
WorkFlex Solutions is the industry leader in “auto-optimization” for service centers and has been recognized by Gartner Inc. as a 2011 Cool Vendor for CRM Customer Service. WorkFlex SaaS products “plug into” existing workforce management systems and apply real-time supply chain methodologies to automate intraday staffing and performance management processes, reducing dependency on forecast accuracy, improving performance and reducing G&A overhead.
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