Contact Center Solutions Featured Article

Q-Suite's WFM Connectors Help Enhance Performance in Call Centers

February 27, 2013

Contact centers have a common mantra around which they pivot – improve efficiency across all levels of operation, keep costs in check, motivate employees, optimize resources – and Indosoft (News - Alert) Inc., developers of Q-Suite, is no different.

Perhaps that’s what prompted it to integrate the connector modules present within its flagship Q-suite to NICE IEX (News - Alert) workforce management (WFM) software.

“In large contact center operations, workforce optimization is critical to managing costs. Productivity and operational efficiency are vital to the growth and long term viability of every contact center operation,” noted James Terhune (News - Alert), chief technology officer at Indosoft.

Considering that the NICE workforce optimization suite, with its tightly integrated solutions, is capable of improving agent productivity, identifying performance gaps and effectively forecasting workloads and scheduling staff, the integration comes as no surprise.

Let’s see what role the connector modules play in call centers.

Indosoft’s Q-suite is a robust, feature rich, call center software ACD for Asterix that generates and stores detailed data for both inbound and outbound call centers. Reports are generated in real-time and available within the ACD. It is here that the Q-Suite WFM connectors come into play.

The connector modules within Q-Suite reportedly extract and deliver contact center performance data from various sources within the call center ACD. This data is made available to WFM software.

NICE IEX workforce management software takes over. It enables even the most complex multisite, multiskill and multichannel call centers to forecast staffing needs, schedule their representatives’ time, and effectively manage change every day. The end result is an efficient and effective call center that can handle any customer interaction.

“Real-time agent state information is useful to track agent adherence. WFM software provides valuable metrics for agent, group and contact center performance,” added Terhune.

And, what is even more important is that NICE IEX workforce management software keeps pace with the growth of call centers, enabling them to continue meeting a company’s service objectives.

NICE Systems announced that it is the recipient of the 2012 Frost & Sullivan (News - Alert) Asia Pacific Market Share Leadership Award for Workforce Management Systems. It received this recognition for its NICE IEX Workforce Management solution, enhancing customer value, and its continued market leadership in the Asia Pacific contact center application market.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

How A Complaining Customer Can Be Your New Best Friend

It's the kind of thing that's seldom thought of, particularly in the customer service field. There's a great opportunity in every complaining customer to make a new friend for the business, one that follows the brand, one that's willing to offer powerful word of mouth advertising, and one that's willing to stick with a business for life. But like all opportunities, it takes effort and diligence to realize, and there are some techniques to remember in order to turn that complaining customer into … [ Read More ]
07/30/2014

eGain Signs Definitive Agreement to Acquire Exony

eGain, a provider of customer engagement solutions, is soon to acquire Exony Limited, an innovative contact center software provider. [ Read More ]
07/30/2014

UK Businesses Ignore Social Media Potential

Social Media is a very important form of communication in this digital age. Worldwide, people interact and socialize on platforms such a Facebook and Twitter each day. Strangely enough, many of companies, at least those in UK, have not woken up to the potential of social media communication, according to a report published by Webhelp UK. [ Read More ]
07/30/2014

Sitel Makes Presence Known in Global Customer Care BPO Space with Top ISG Ranking

Sitel, a company that handles outsourced customer services for some of the world's top brands, has been named a Top 10 Outsourcing Service Provider by Information Services Group (ISG). [ Read More ]
07/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!