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Repurpose digital assets to deliver relevant answers. - Synthetix - ContactCenterWorld.com Blog

Repurpose digital assets to deliver relevant answers.

This webinar will delight you if you're interested in discovering how to reduce the number of incoming emails to your contact centre agents.

We will reveal how leading UK retail brand reduced their emails by 40% by investing in Visual IVR, allowing agents to deal with more complex issues and upsell opportunities.

Visual IVR is a revolutionary self-service tool for enterprise businesses, which makes the best use of self-service content and integrates seamlessly with online customer service channels to:

* Save money by reducing unnecessary inbound customer service enquiries.

* Increase customer satisfaction levels by ensuring the customer gets the answer to the question through the channel they want.

* Increase sales conversion rates by strategically escalating to an agent led conversation when a sales opportunity is detected.

* Drive digital adoption by allowing customers to find everything that they need, instantly online.

* Increase agent efficiency by intelligently structuring and routing emails, greatly increasing AHT and first-time resolution rates.


Source: http://synthetix.com/blog/EN/posts/VisualIVRtheselfserviceenabler.html

Publish Date: August 31, 2018 5:00 AM


2021 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

3.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

4.) 
Eleveo

Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

5.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!

6.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.

7.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

8.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

9.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

10.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

11.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

12.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 



View more from Synthetix

Recent Blog Posts:
Contact centres winning the battle of CXSeptember 4, 2018 5:00 AM
Waiting staff ‘lovin’ their new AI-powered chatbot.September 3, 2018 5:00 AM
Repurpose digital assets to deliver relevant answers.August 31, 2018 5:00 AM
The dawn of a New Contact CentreAugust 21, 2018 5:00 AM
Virtual Agent pioneers celebrate 17 years of AI-driven solutionsMay 14, 2018 5:00 AM
Digital customer service channels to blame for poor CX?April 16, 2018 5:00 AM
Floods of customer complaintsMarch 5, 2018 5:00 AM
Snow day should not equal icy customer supportMarch 2, 2018 5:00 AM
Synthetix self-service and knowledge software offer to U.S. utilitiesJanuary 10, 2018 5:00 AM
Advantage Customer ExperienceJuly 19, 2017 5:00 AM

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