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Workforce Optimisation
Business Systems workforce optimisation (WFO) software range includes quality monitoring, workforce management, real time guidance and automation as well as customer feedback to help customer support operations drive efficiency gains, reduce cost and raise service levels. Speech analytics and voice biometrics are also provided to support contact centres and increasingly financial institutions to assist with compliance and fraud investigations.
Workforce Management Software
Drive process efficiencies and employee engagement with better agent scheduling and resource planning.
Back Office Workforce Optimisation
Automate manual processes, improve forecast accuracy and manage resource capacity in the back office.
Real Time Guidance & Authentication
Guide agents through the complexities of live calls, automate customer authentication, retrieval and updating of customer data.
Real Time Customer Feedback
Capture customer feedback to Improve contact centre efficiency and continue to exceed customer satisfaction levels.
Speech Analytics
Speech Analytics searches for valuable insights and key phrases within calls, social media, web, email and online chat.
Call Quality Monitoring
Measure and improve performance of training programmes, customer service levels and individual agents or staff.
Business Intelligence
Dashboard reporting and performance management tools designed to provide a single view of organisational performance and KPI's.
Robotic Process Automation
Robotic Automation helps businesses improve the efficiency and effectiveness of their operations