Maximising the efficiency and productivity of a Contact Center agent workforce is based on having the right Workforce Management solution. Dependencies such as accurate and detailed historical customer contact ‘trend’ data, and a clear, well defined customer care strategy really underpin the power of the solution.
The Vocalcom Contact Center solution enables companies to implement the most advanced contact strategies using ‘Best Time To Call’ technology, mapped directly to the scheduled availability of agent resources and the needs of your customers. In particular, every customer interaction right up to the last second is stored in the platform database, providing historical trend data to forecast accurately.
As part of a ‘complete’ solution provided by Vocalcom, our technology is closely ‘connected’ and works seamlessly with ‘best of breed’ global Workforce Optimization, (WFO) vendor solutions. In fact, Vocalcom have developed technology partnerships with certain vendors to provide the most innovative and influential combined WFO and Contact Center solution available. The most accomplished Contact Center platform harmoniously complemented by the world’s leading WFO technology, now that’s a powerful all-in-one combined solution.