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Workforce Optimization (WFO)

Take your Customer Interaction Center™ (CIC) solution to the next level.

The Interactive Intelligence WFO suite gives you the tools you need to analyze agent performance and customer interactions within your contact center to efficiently manage customer service and agent performance. To provide your managers with information they need to better help customers and measure the success of their workforce, our WFO suite includes workforce management, customer feedback surveys, speech analytics and interaction, and screen recording.

With our WFO suite, managers can identify problems and inefficiencies – from individual agents being out of adherence to capturing words and phrases that best represent your service strategy. The Interactive WFO suite also identifies customer issues such as first call resolution to provide insight to customer interactions and key improvement areas.

Cultivating customer loyalty is all about managing customer service and analyzing agent performance and customer interactions in usable detail. Our integrated WFO suite for workforce management gives you the tools to run customer feedback surveys, speech analytics, and multichannel interaction and screen recording.

With everything in one WFO solution, contact center managers can identify and remedy inefficiencies and problems throughout operations. And with better service as the goal, your business can ensure adherence, improve first-call resolution rates, gauge perception of your organization, and focus on improvement.

As a whole, the tools in our WFO suite can help you improve the customer experience and foster loyalty at the same time.

  • Interaction Recording
  • Calibration
  • Intra Day management
  • Cradle-to-grave recording
  • Real-time speech analytics
  • Screen Recording
  • Agent Score Card
  • Forecasting and scheduling
  • Customer Satisfaction Surveys

Find a partner that cares as much about your business as you do

Make Interactive Intelligence an extension of your internal IT organization for world-class operations, education, and support.

  • Client Success – Partner with a team committed to your success
  • Professional Services – Tap into experience from thousands of deployments
  • Education – Get the training you need to hit the ground running
  • Support – Ensure the heart of your business doesn’t skip a beat