Workforce Management

Interaction Optimizer^SM

Scheduling agents in a contact center is a full-time balancing act. Contact volume peaks and valleys. Multimedia interactions. Managing skill sets as well as headcount… and constantly making sure agents are present and accounted for to maintain quality service levels.

Interaction Optimizer is a complete workforce management (WFM) application for optimizing agent effectiveness in contact centers of all sizes, from 20 agents to thousands.

And because the Interaction Optimizer application fully integrates to the Customer Interaction Center® (CIC) multimedia IP contact center platform, it provides functionality that WFM products and integrations from separate vendors can’t achieve.

Intelligent forecasting, scheduling and real-time adherence
Interaction Optimizer combines CIC’s historical ACD data with projected market expectations for demand forecasts that more accurately determine required scheduling targets. Also use Interaction Optimizer to manage agents’ time-off requests and last-minute changes for schedules that balance anticipated interaction demands with agent availability and skills. Interaction Optimizer’s real-time adherence features additionally position management to ensure optimal staffing, and quality service, at all times.

No 3rd-party integrations needed
With its full integration to the CIC platform and multimedia capability, Interaction Optimizer lets a contact center leverage CIC’s historical ACD data for seamless forecasting, plus the recording and agent scorecard features in Interaction Recorder® and quality monitoring and whisper coaching in Interaction Supervisor™. The result is optimum agent performance levels at all times across media channels for the phone as well as e-mail and Web chat.

Also coming from one vendor, the CIC-Interaction Optimizer solution requires no 3rd-party integrations, no added implementation times and no upgrade hassles. CIC’s Interaction Administrator® interface even simplifies Interaction Optimizer administration with a single, central support center that lowers the total cost of ownership dramatically over other WFM solutions.

Cornerstone for your workforce optimization program
Quality monitoring/call recording, performance management and e-learning are all required building blocks for a workforce optimization program. The advanced WFM features you get with Interaction Optimizer, however, provide the scheduling cornerstone that anchors these other program components to make superior customer service more achievable.

Key benefits
While Interaction Optimizer makes it easier to schedule a contact center’s agent workforce, it’s also made to lower your total cost of ownership more than any other workforce optimization solution.

Get the nuts and bolts of a complete, fully integrated single-vendor WFM solution, making Interaction Optimizer straightforward and affordable, not complex and cost-prohibitive.

Eliminate the need for 3rd party integrations and their exorbitant costs and implementation timeframes.

Centralize administration in a single source that reduces training as well as overhead expenses.

Reduce the time and headaches of scheduling and forecasting.

Schedule the right agents with the right skills at all times.

Proactively monitor agent activity, adherence to schedules, and contact center operations in real-time.

Improve agent productivity and effectiveness through improved adherence (goals and rewards).

Control agent staffing costs and service-level spending, resulting in the least cost to achieve desired service levels.

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Free Whitepaper (532Kb PDF)
"Workforce Management: The Move from Efficient to Effective"

Interaction Optimizer
Product Snapshot (445Kb PDF)

The Contact Center
PBX, ACD, IVR, CTI and more
Customer Interaction Center®

Multimedia recording and scoring
Interaction Recorder®

Comprehensive real-time monitoring
Interaction Supervisor

Events