Workforce Management

Altitude Software, is the leading independent contact centre vendor for unified interaction solutions. Altitude uCI™ (Unified Customer Interaction) suite over IP manages and improves interactions. Altitude uCI is a cost-effective application suite conceived to improve the overall productivity of the contact centre.
 

Aspect is a global software and IT services firm specializing in applying Microsoft® unified communications and collaboration to help customers achieve optimal results through enhanced business processes across the enterprise and in the contact center.  Aspect provides IT consulting, integration services and business applications. For more information, visit www.aspect.com.

Why Avaya Solutions? Avaya focuses on customer-driven processes to provide support for best-practice CRM and management, customer segmentation strategies and commitment management.

Bay Bridge provides strategic planning and analytic solutions to the contact center industry through its CenterBridge™ suite of software applications. The CenterBridge suite is the strategic analysis solution of choice for the world's leading contact center organizations.

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 

 

The IEX TotalView Management system enables contact centers to deliver consistent service, lower workforce operating costs and raise employee morale. TotalView improves the scheduling and agent management processes in both single and multiple site contact centers. The system’s advanced features include skills-based and multimedia scheduling, real-time and historical adherence, intraday management, vacation and holiday planning, performance management, short-term and long-term resource planning, enterprise reporting and data exchange and Web-based, thin-client access for agents and supervisors. More than 900,000 agents at over 3,000 sites worldwide, rely on IEX solutions to improve planning, enhance productivity, streamline tasks and integrate data.

InVision Software is one of the world-wide leading specialists for workforce management solutions.  Optimize with InVision the deployment of your staff and save up to 25% of payroll expenses. Reduce at the same time the administrative effort of up to 80% and improve significantly employee morale.  How can you achieve that? It’s simple as ABC: With InVision Enterprise WFM. This easy-to-use software is the result of an impressive concept, state-of-the-art technology and over 15 years of product experience. 

OnviSource is a leading provider of highly affordable, integrated Workforce Optimization, Customer Interaction Software and Business Process Management Outsourcing Services. Our software product suite, OnviCenter 6, offers Workforce Optimization, Agent Transaction Automation, Business Applications and Contact Management.  OnviSource’s award winning OnviServ offers inbound-outbound outsourcing services in telemarketing, campaign management, order processing and contact center customer support.

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.

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® Witness Actionable Solutions® is the leader in analytics-driven workforce optimization software and services. Its solutions are designed to help organizations 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, speech and data analytics, customer feedback surveys, 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.