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

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