Workforce intelligence enables you to integrate your core contact centre platform with your workforce optimisation system to deliver timely, proactive service. Extract agent performance data to set sensors and triggers for new automatic actions.Book a Discovery Call
By connecting core contact centre metrics to workforce optimisation data and processes, you can create responsive, sophisticated alerts and actions automatically – meaning your contact centre becomes much more responsive and sophisticated over time.
Adapt to changing conditions in your contact centre, empower your customers to find answers with self-service and agent-assisted options, and maximise supervisor efficiency with workforce intelligence.
Transform your contact centre and deliver outstanding customer experiences whilst contributing to top-line revenue
Connecting your workforce optimisation and contact centre infrastructure systems reduces the need to manually check performance, adjust assignments and switch activities. Help agents see important cues from customers and take corrective actions in time to make a difference. Deliver timely, proactive service to generate more revenue and boost customer loyalty.
See how Shell Energy’s 1,400 agents used our platforms to reduce AHT by 50% and save £2 million in annualised operational costs.Read More
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Holland & Barrett’s omnichannel service platform allowed them to handle a 500% increase in contact volume and launch a dedicated HR line for staff in <72 hours.Read More
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musicMagpie uses Zendesk and DigitalGenius to manage inbound contact and halve resolution times.Read More
Teleperformance UK Group worked with Route 101 to implement NICE CXone - enabling the business to scale at speed and meet unprecedented levels of inbound demand.Read More
Route 101 help Wales & West Utilities take the next step in their service journey, deploying Lifesize CxEngage and Key IVR to deliver a continuous omnichannel experience with uninterrupted operation.Read More
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Systematically update, inform, and improve your contact centre infrastructure. With automated processes to improve scheduling, adjust call monitoring and prompt outbound calls, you can help staff make the best decisions to deliver positive outcomes.
Workforce intelligence is an intelligent solution which gathers data from your WFO system, like performance and optimal scheduling information, and responds to changing conditions by adjusting future campaigns and activities in your ACD.
Advanced web-based cloud technologies
Make connections between critical points
Streamline the integration of your infrastructure and WFO components
Affordable, flexible, and efficient.
No up-front capital investment, no annual maintenance bills.
Scale up and down as needed, at speed.
Quick and cost-effective implementation, upgrades, and expansions.
Multiple releases per year
Automatic roll-out of new features
New functionality just a click away
Workforce intelligence simplifies management of complex conditions like multiple channels and agents with varied skills. It enables you to: