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WORKFORCE MANAGEMENT PLATFORM

Drive 2x productivity with 30% less administrative workload using AI-powered workforce management

Analyze historical data to accurately predict workforce needs, meet service targets and improve efficiency.
2x productivity with 30% less admin workload with AI-powered workforce management

Improve agent occupancy rate with accurate planning

Enhance channel-specific planning accuracy with AI-powered forecasting engine.

Streamline forecasting for greater accuracy

Predict future case volumes, handling times and SLAs accurately across all channels based on historical data — with added flexibility to adjust schedules.

Streamline forecasting for greater accuracy

Determine your staffing needs with data-driven tools

Optimize staffing levels for short, mid and long periods, allowing you to proactively plan for hiring and efficiently cut labor costs.

Determine your staffing needs with data-driven tools

Run ‘what if’ scenarios to plan efficiently

Simulate staff shrinkage, AHT, occupancy and SLAs at a granular level to determine workforce capacity requirements and schedule effectively.

Run ‘what if’ scenarios to plan efficiently

Empower supervisors with real-time adherence updates

Detect deviations from schedules — such as breaks, logins and logouts — in real time with a user-friendly view.

Empower supervisors with real-time adherence updates

Facilitate seamless employee engagement

Auto-generate and optimize schedules across queues and channels.

Improve schedule quality with AI 

Reduce supervisor workload by automating shift planning for all locations. Plan better with the additional flexibility of bulk edits, shift-swapping and shift bidding.

Improve schedule quality with AI 

Schedule for your digital workforce 

Incorporate WFM for your digital queues to better plan schedules for agents working across multiple channels. 

Schedule for your digital workforce 

Overcome scheduling constraints

Enable supervisors to adhere to national regulations and business policies — and monitor agent preferences to minimize schedule conflicts.

Overcome scheduling constraints

Optimize schedules with agent preferences

Offer early access to upcoming shifts for agents to share preferences. Craft schedules using agent performance rankings to prevent conflicts and drive efficiency.

Optimize schedules with agent preferences

Simplify your leave management process

Automate approval workflows, assess SLA impact and improve efficiency with comprehensive reports and actionable alerts.

Streamline time-off requests and approvals 

Track leave reports accurately with clear visibility into schedules and seamless leave application process.  

Streamline time-off requests and approvals 

Introduce automated approval workflows  

Simplify time-off management with automated approval workflows. Get SLA insights with custom WFM reports to make informed decisions. 

Introduce automated approval workflows  

Address operational challenges  

Accelerate decision-making with simplified custom WFM reports. Mitigate escalations and potential violations with proactive alerts and notifications. 

Address operational challenges  

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What is Workforce Management (WFM)
GUIDE
What is Workforce Management (WFM)
Learn how efficient workforce management can help you drive agent productivity in your contact center with proactive planning and forecasting.
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