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

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]
02/25/2015

Interactive Intelligence Highlights Five Customer Interaction Trends to Watch in 2015

A few weeks ago collaboration, communications and customer engagement solutions provider Interactive Intelligence hosted a jam-packed webinar called What's New for Contact Centers in 2015 and Why it Matters. If you missed this event, you can still watch and listen to the archived version, and it is highly recommended to say the least. [ Read More ]
02/19/2015

Teleperformance Wins Frost & Sullivan Award for Product Leadership in Chile

Work with BBVA cited as Teleperformance Wins Frost & Sullivan Product Leadership in Chile award. [ Read More ]
02/18/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!