WFO & WFM

Streamlining Operations Through Integration

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Quotation

ENHANCING CONTACT CENTER EFFICIENCY

BeCloud provides two complementary integrations: Workforce Optimization (WFO) and Workforce Management (WFM).

These essential tools streamline operator management by enhancing their capabilities and skillsets. They also significantly boost contact center efficiency through precise forecasting of call volumes. Additionally, WFO/WFM improves agent scheduling, leading to an enhanced customer experience.

BeCloud supports various WFO/WFM integrations, including Asterisk, Cisco, Verint Monet, IBM Watson, Avaya, Alcatel-Lucent, 3CX, Aspect, and Amazon Lex. By leveraging these integrations alongside advanced algorithms, you can optimize your marketing efforts and free up valuable time to create tailored work schedules based on your agents’ preferences.

ENHANCING AGENTS CAPABILITIES

Workforce Management analyzes call volumes and automatically schedules accordingly. Utilizing the Predictive Dialer, it identifies the most suitable agents with the right skill sets to handle incoming calls.

Agent schedules are precisely planned, and call volumes are accurately forecasted to optimize management. This approach not only enhances your team’s expertise but also significantly reduces turnover, leading to greater efficiency within your contact center.

Whether handling voice, video, email, chat, SMS, or messaging apps, your WFO/WFM tools empower agents to effectively manage customer requests. This allows them more time to think creatively and improve their knowledge base, ultimately enhancing their relationships with customers.