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The Interactive Intelligence workforce optimization (WFO) solution gives your contact center the necessary tools to optimize the performance of your entire workforce and achieve your operational and strategic goals. Whether those goals are delivering a great customer experience, holding the line on servicing costs, or a little of both – WFO from Interactive Intelligence helps you reach them by monitoring, directing, and improving employee performance.
Workforce optimization is built into the Customer Interaction Center (CIC) all-in-one platform, providing out-of-the-box integration that gets you up and running quickly and a single point of administration that simplifies configuration and maintenance.All the WFO components are installed along with CIC. You decide on the features your operation needs today, and when you’re ready to expand – just add licenses, no additional software is needed. Updates are automatically delivered with CIC, including those for features not currently in use, so they will be up-to-date and ready to go when you want them.
When customers contact your business their expectations are pretty straightforward. They want to have their issues or questions handled quickly and correctly. Ineffective processes or underperforming employees can prevent that from happening, frustrating your customers and risking their business. Workforce optimization pinpoints exactly when and where these types of instances occur in your operations, and it helps you make the corrections necessary to resolve them.
Workforce optimization helps you find and eliminate inefficiencies in your operations that unnecessarily raise the expense of servicing your customers. Self-service failures that drive up contact volumes. Agents not sticking to their work schedules. Knowledge or training gaps that extend handling times. Processes with needless steps. All add to the costs of running your operation. Workforce optimization identifies these and other cost drivers, showing you exactly where they happen and what causes them. Then it helps you fix them to make your business as efficient as possible.
Workforce optimization from Interactive Intelligence is the only WFO solution purpose-built for either cloud or on-premises deployment. You choose the one that best fits your business. And if your needs change in the future, you can easily change deployment methods. Move from on-premises to the cloud, or even the other way around – seamlessly – without downtime or losing your applications, to preserve your current investment.
The Interactive Intelligence workforce optimization suite offers comprehensive functionality that works to improve your contact center performance.
Make Interactive Intelligence an extension of your internal IT organization for world-class operations, education, and support.
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