Deliver outstanding service with contact center workforce management software
Vonage partners with workforce management solutions to optimize your contact center resources by combining scheduling and forecasting. Add the Vonage contact center management system reporting—to help maximize both productivity and customer service levels.
Optimize omnichannel support
Fuse contact center infrastructure voice channel with Salesforce digital channels to optimize omnichannel support
Take action in real-time
Use real-time agent adherence statistics to manage your teams as effectively as possible, giving you the best opportunity to meet service levels
Meet your service level goals
Provide the right number of agents, with the right skills to handle predicted call volumes to achieve designed SLAs
A single vendor advantage
Enjoy the added benefit of purchasing a complete contact center workforce management solution from a single vendor – easier purchasing, simpler supplier management and support model
Workforce management software for the modern contact center
Workforce Management (WFM) solutions relay the data you have available and use it to improve the accuracy of your forecasts and create schedules that are just right for your organization and service level goals. Traditionally, WFM solutions meant large upfront costs and ongoing maintenance, but with Vonage Contact Center, you can:- Remove the upfront costs and burden on IT resources
- Analyze omnichannel data from your contact center infrastructure and Salesforce to create accurate forecasts
- Immediately adjust your schedules to meet your changing needs or respond to the unexpected with intraday tracking of trends
Verint® Workforce Management Professional
Combine the Vonage Contact Center for Salesforce platform and Verint® Workforce ManagementTM (WFM) Professional to take positive steps towards balancing the cost vs. service dilemma using the most accurate data source possible: your own contact center data.
- Make the implementation and everyday use far simpler for your teams
With Verint WFM Professional solution for contact centers and help desks, you can use your historical activity and apply it to the future
- Analyze omnichannel data from both your contact center infrastructure and Salesforce to create accurate forecasts
Verint® Workforce Management Enterprise
Visibility and real-time guidance for enhancing customer service processes and workforce performance
Omnichannel intelligence helps make better, faster, and easier decisions to optimize customer engagement and employee productivity, drive revenue and competitive advantage, and enhance compliance and security
A unified, mature workforce optimization platform, with best-of-breed functionality, simplified system administration and maintenance, intuitive interfaces and navigation, and reduced TCO
World-class expertise in global implementation, project management, and technical specialisms available to accelerate and increase ROI
Calabrio Workforce Management
Thanks to Calabrio Workforce Management (WFM) and Vonage, you’ll access innovative tools to easily plan and manage your contact center operation. And agents will enjoy the autonomy and flexibility to manage their work-life balance.
Blend customer behavior and changing conditions to create accurate forecasts and precise yet flexible schedules
Streamline workflows and build schedules with rules-based automation
Respond to changes in real-time with dynamic intraday scheduling tools
Manage voluntary time off and overtime processes and fill overtime opportunities and additional hours in real-time with AI automation
Empower agents through self-scheduling while maintaining staffing-level requirements
injixo Workforce Management
Connect your Vonage data with injixo WFM to enable a powerful workforce management ecosystem. With our native Vonage integration, you’ll benefit from a seamless experience between the data you trust and the injixo user-friendly WFM software:
Predict your workload with smarter, fully-automated forecasting
Save time with easy scheduling that meets your demand
Manage schedule adherence with a real-time data connection
Contact center workforce management features
Minimize Complexity
A single, pre-integrated platform from a single vendor seamlessly connects your WFM and telephony.Deliver on Your SLA
Consistently optimize schedules to meet service level agreements.Forecast
More accurately predict upcoming traffic by using existing rich data.Reduce Costs
Properly staff your team based on accurate forecasting.Ensure Real-Time Agent Adherence
Integrating WFM with Vonage allows for greater detail in agent adherence. This highlights who is available to take a call at any point.Schedule
Conveniently combine automatic scheduling with accurate forecasting..jpg "Programmer Writing A Computer Code At His Office At Night")
