Enghouse Interactive, provider of the CallRex suite of IP call recording and contact center optimization solutions, today released its CallRex Workforce Management solution.
A ground-up product build, CallRex Workforce Management software is designed specifically to address the needs of small to midsized businesses. It is labeled as a 4.0 version to match the complementing products in the CallRex Quality Management Suite.
"There is a tremendous amount of operational waste that takes place in call centers of all sizes due to poor scheduling," says Bruce Sherman, product manager at Enghouse Interactive. "The cost impacts of overstaffing and/or overtime can be as much as 20 percent of a company's operating budget. Additionally, there are other factors that can be more efficiently managed with a workforce solution like CallRex, that can improve agent schedule adherence, productivity, management time efficiency, turnover rates, and staff morale."
CallRex Workforce Management software includes the following features:
- Forecasting modeling options;
- Real-time adherence and schedule views;
- Multichannel, multilocation forecasting;
- Multiskill grouping and scheduling;
- Customizable KPI and adherence guidelines;
- Intraday management;
- Reporting and dashboards; and
- Performance alerting.
Version 4.0 of CallRex Workforce Management includes various integration options, allowing customers to leverage the real-time and historical data in their call center solutions. The CallRex solution can be configured to integrate with call center solutions such as Enghouse's Syntellect CIM and many other products on the market.