Workforce Optimization and Management

Capture customer satisfaction

Your company and your customers expect continuous quality improvement. Now you can monitor customer service, increase productivity and achieve operational excellence.

Record, analyze and evaluate multimedia customer communications

Customers demand excellent service and expert consultation by well-trained and motivated agents. The right workforce optimization and management solution can help you deliver that service, while also ensuring that you’re equipped to respond to compliance regulations in your particular industry.

  • Contact Recording (voice and screen)
  • Quality Monitoring (QM) – Agent score cards and evaluations
  • Workforce Management (WFM) – Forecasting, Scheduling, and Strategic Planning
  • Performance Management
  • Speech Analytics
  • Coaching/eLearning
  • Customer Surveys

We selected only the best partners

Through our partnerships with industry leaders ASC and Verint, we can enable your contact center to analyze agent performance, evaluate staffing levels, reveal customer trends and capture permanent recordings of customer interactions.

The outcome is a significant improvement in the efficiency and effectiveness of your contact center.

ASC offers solutions for workforce optimization, encompassing recording, quality monitoring, speech analytics and workforce management. ASC’s open architecture provides seamless integration with existing IT and telephony systems.

Verint offers a suite of workforce optimization software that helps organizations improve everything that impacts the customer experience. Verint solutions provide unprecedented visibility into performance, operations and customer intelligence across your organization.

WFO

Get the most from your people.

By capturing and analyzing customer interactions, you can:

  • Improve internal processes and workforce performance
  • Uncover business trends and competitive advantages
  • Discover the root cause of customer and employee behavior
  • Avoid customer escalations and defections
  • Make better decisions, faster
  • Connect your customer care operations more tightly with the rest of your enterprise
  • Enhance customer service across your organization

More than just quality management.

Workforce Optimization & Management solutions deliver insight, enabling contact centers to enhance customer service, efficiently deploy staff and increase productivity. And, financial institutions can fulfill documentation requirements, achieve a higher level of legal security and reduce costs.

Transparency. Insight. Continuous improvement. Everything you need to run a more effective and efficient call center.

WFO

What our clients say about us

LateRooms.com

LateRooms.com, one of UK’s leading online accommodation specialists, shrunk their cost of sales by 50%.

“Continuously driving efficiencies and customer service improvements is part and parcel of our team. Unify’s OpenScape Contact Centre Solution has been a key enabler in our ability to deliver exceptional customer service.”

Jo Helire-Glynn, Head of Call Centre Operations B2C Division
TUI Travel PLC

View success story

Related resources

ASC

Brochure

OpenScape Contact Center WFO Solutions - ASC

Four simple steps to energizing your customer service, enhancing business performance and accelerating profit.

Verint

Brochure

OpenScape Contact Center WFO Solutions - Verint

The simple way to turn contact center information into truly actionable business intelligence.

Interested in our Workforce Optimization and Management solutions?

We have a strong network of partners with varying specialties and locations near you.