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Hosted Workforce Management

Business Systems partners with Teleopti to deliver workforce management (WFM) on a software as a service basis. Just like the on-premise version, Teleopti WFM Cloud features fully automated forecasting and scheduling that’s accurate, efficient and above all, fair and fun – engaging and empowering agents, who, in turn, deliver greatly improved customer experiences.

Benefits of hosted Workforce Management:

  • Avoid major investments in premise-based infrastructure;
  • Access WFM data and support at your fingertips - in real time, 24/7; 
  • Scale up or down on the number of users instantly;
  • Instant updates: new features are automatically and rapidly released, free of charge (included in the monthly user fee);
  • Leave the hardware/software headaches to the experts.

 

KEY FEATURES

  • SHIFT CREATION – management of agent preferences with a fairness and rating system
     

  • INTRADAY and supervisor schedule management
     

  • REAL TIME ADHERENCE monitoring
     

  • SCHEDULING AND OPTIMISATION – for whatever time interval you choose and for all types of activities
     

  • FORECASTING – facilitate planning based on seasonal variations, special days/patterns, market trends, campaigns and other long range factors
     

  • STANDARD REPORTING SUITE - with management dashboards and agent scorecards
     

  • USER PERMISSION management for complete access control