Workforce optimisation tools are solutions for boosting employee productivity and efficiency. Packed full of features to inspire your team, guide decision-making, and empower supervisors, these solutions have grown increasingly popular lately. As companies continue to digitize and evolve for the new age of hybrid work, it’s crucial to have an effective way of managing productivity.
At a time where most managers don’t have the option to “watch over” their staff in person, workforce optimisation tools allow brands to direct their staff members more effectively. The best tools come with everything from employee scheduling and attendance tracking, to onboarding services, leave management, call centre optimisation, time tracking and more.
Let’s take a look at some of the top workforce optimisation options for agents as we enter the new age of flexible and hybrid work.
Verint
Verint’s workforce management and optimisation system offer companies a convenient way to improve productivity, make better decisions and discover new opportunities. If you’re looking for a way to improve customer experience by empowering your teams, Verint can help.
The Workforce Optimisation software has improved CX and business outcomes while reducing costs and building efficiency for countless teams. Users can easily navigate a state-of-the-art system for scheduling, forecasting, automated quality management, and more. Just some of the features available within Verint’s WFO service include:
- Automated quality management with AI evaluations
- Performance management to track individual or business outcomes
- Customer and employee interactions
- Sentiment analysis
- Workforce coaching
- Cloud deployment
- Flexible scheduling across multiple locations
- Flexible time-off requests
- Shift swapping
- Mobile app access
- Backlog and aging
With Verint workforce management, companies can access everything from activity-based scheduling to make teams more efficient to robust position planning. The API-first architecture also ensures that you can use the Verint tech with any ACD you choose.
NICE inContact
Promising a convenient way to fully leverage your most valuable resource (your team), NICE InContact provides full workforce management and optimisation platform. The streamlined software allows business leaders to forecast demands, adapt to trends, and respond to changes in the marketplace, with intelligent automations and flows.
In-built artificial intelligence and machine learning technology helps companies to discover new opportunities and unlock greater efficiency. The NICE solution is included as a unified component of the CXOne offering, making administration and management streamlined and simple. Features include:
- Engagement reporting
- Shift bidding and trade requests
- Direct access to a dedicated agent desktop
- Intraday re-forecasting
- Automated workflows
- Unified BI reports
- Intelligent AI algorithms for scheduling
- Long-term planning with reporting
- Mobile application access
- CXOne integrations
- Performance management and quality management
- Interaction analytics
NICE InContact builds a WFO offering for the new age of work, where companies are under more pressure than ever to adapt to a changing landscape. You can plan and staff your business across all channels from voice and chat to social media and SMS.
Aspect
Designed specifically to empower and engage the contact centre, Aspect has an award-winning Enterprise workforce management solution. According to the company, the best-of-breed solution features accurate forecasting for all of your interaction channels, as well as real-time tracking to ensure that everything works as it should.
Flexible schedule and team management options keeps your business running on par with the needs of your customers. There are also real-time notifications, data access, and schedule management tools to discover. Aspect’s modern, easy to use interface is a breeze for employees to navigate too. Some of the available features include:
- Clean web-based and mobile interface
- Responsive and customisable design
- Consultant support available
- Cloud contact centre integrations
- Widget-based dashboard
- Simple volume forecasting for all channels
- Agent and supervisor profiles
- Flexible staff scheduling
- Intra-day tracking in real-time
- Agent productivity reports
- Training portal
Aspect offers one of the most popular workforce optimisation products on the market, with access to extra features like training and consulting support too. If you’re looking for a new way to leverage and enhance your team, this could be it.
Playvox
Playvox gives businesses in the digital world an opportunity to reduce operating costs and improve staffing for exceptional customer experience. The workforce optimisation software comes from both Playvox and Agyle Time, to provide agents with the support they need for things like scheduling and time management.
Digital-first, and built for the cloud, the WFO from Playvox goes beyond focus on the standard channel of voice. Companies can manage their team across all channels, creating a better experience for employees and customers alike. The system also integrates with a range of leading tools like ServiceNow, Zendesk, and Salesforce. Some of the most exciting features of Playvox include:
- AI-powered automated forecasts
- Real-time data and self-adjusting algorithms
- Asynchronous workload tracking
- Schedule shortcoming alerts
- Visual reports on all channels (social, chat, ticketing, and phone)
- Custom dashboards with multiple metrics
- Cloud scalability
- Integrated quality assurance
- Learning management system integration
- Integration with third-party tools
- Employee motivation features
- Agyle Time management
The Playvox cloud-native workforce solution ensures that agents can thrive with a convenient and adaptable backend experience. By giving your staff the information, they need in the moment, Playvox keeps customer experience levels high.
Five9
Building on a powerful background in customer experience and contact centre technology, the Five9 workforce management solution supports dynamic workplaces. With this WFO solution, contact centres evolving to suit the new age of work can ensure that their employees are properly optimised and empowered to deliver great experiences.
The workforce management solution aligns with your contact centre technology so you can drive the right resources to each task throughout your schedule. Keep customers engaged and delight agents with everything from accurate forecasting to intraday team management. All that, and you can add in extra features from Five9’s portfolio too. Some capabilities include:
- Accurate forecasting for better staffing
- Multi-skill and multi-channel predictions
- Scheduling based on preferences
- Shift bidding
- Adherence tracking
- Intraday adjustments
- Staff and manager portals for self-service
- Schedule requests and notifications
- Mobile application
- CRM access and contact centre integration
- Automatic reforecasting
- Real-time metric monitoring
Five9’s extensive workforce management solution also integrates with many of the customer experience management tools you’re already using. Access to things like Salesforce, Oracle, Zendesk and Salesforce keep your employees in a single pane of glass.
Need help choosing your workforce management or contact centre solution? Check out our comprehensive market guide for behind-the-scenes insights.
