Tech Solution: Workforce Optimization Tools
Envision's Performance Suite
Delivery Model: installed software
Price: Envision's Performance Suite costs $1,200 per user. That includes Envision Quality Monitoring, eLearning, Workforce Management, agent desktop, and Business Intelligence.
Business Benefits: Envision Performance Suite enables contact center managers to deliver training, coaching, and scheduling information to agents via a browser-based agent interface.
Capabilities/Functionality: The three key components of Performance Suite are Workforce Management, Quality Monitoring, and eLearning. Workforce Management allows for various traffic models, priority scheduling, integrated coaching sessions, and comprehensive metrics on contact center performance. Quality Monitoring includes automated and on-demand recording of an agent as well as support for rules-based voice, email, and Web chat recordings. Envision eLearning has an authoring tool for the creation of training videos and Right-Time Coaching, which allows managers to select predefined business rules.
Contact: Envision Inc. at 1-206-225-0800, x500; email at firstname.lastname@example.org; or visit www.envisioninc.com
EX's TotalView Workforce Management
Delivery Model: Web-based
Price: The price of IEX's TotalView Workforce Management system ranges from $110,000 to $180,000 for approximately 300 agents, depending on the level of sophistication that the environment requires. This includes advanced features like Adherence, Multiskill, and Vacation and Holiday Planner. The price of these features ranges from $10,000 to $15,000 per module for a 300-agent operation.
Business Benefits: IEX's TotalView Workforce Management is designed to improve an organization's productivity and customer service within its contact center while lowering operational costs.
Capabilities/Functionality: Workforce Management automates the collection and cleansing of data from multiple systems into a single information repository. This includes using Web-based forms to capture data not currently stored in systems, such as coaching, training, or hiring information. The solution tracks tasks and issues alerts automatically to agents. In addition, an integrated messaging system allows reports to be sent to individuals or groups to further clarify and act on issues. Finally, a Vacation and Holiday planning feature enables managers to ensure that agents' vacation needs are met without impacting the center's performance levels. Access to workforce management--specific information in the TotalView system also provides unique KPIs and dashboards designed to help improve the performance of a company's workforce planning and forecasting teams.
Contact: IEX at 1-800-433-7692; email at email@example.com; and www.iex.com
Witness Systems' Impact 360
Delivery Model: installed software
Price: Witness Systems' Impact 360 starts at $540 per agent seat. A complete workforce optimization package and optional add-on functions are also available.
Business Benefits: Impact 360 is a streamlined workforce optimization framework that integrates customer interaction recording, workforce management, performance management, and actionable learning with best practices consulting to help improve a contact center's performance.
Capabilities/Functionality: Voice and data recording provides customer interaction records for quality assurance, compliance, sales verification, and data-mining purposes in contact center, IP telephony, and back office environments. Centralized reporting functionality enables managers to select from a list of preconfigured reports or develop custom reports from online data. Contact editing lets management create eLearning content from captured customer interactions.
Contact: Witness Systems at 1-888-3-WITNESS; or visit www.witness.com
Contact Editorial Assistant Colin Beasty at cbeasty@destinationCRM.com
Nice and Verint Remain the Forces in Workforce Optimization
New research from Datamonitor finds the two market giants continue to lead the WFO space, which is set to grow 10.3 percent annually through 2013.