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Performance & Optimisation

Leverage the leading workforce management software solutions

Seamlessly integrate leading workforce management software solutions to ensure your contact centre has the right number of people with the right skills at the right time.

Key benefits

Optimise contact centre performance with workforce management software solutions

Get great results from your agents:

Increase productivity by making more efficient use of your agents’ time and improving schedule adherence.
Reduce time spent planning by deploying a single multi-channel, multi-site scheduling software solution.
Improve customer satisfaction by ensuring you have sufficient agents available for peaks in interaction traffic.
Enhance agent experience by giving them choice and diversity in their tasks and enabling shift swapping.

Master the workforce management equation with software solutions

Balancing quality objectives, operational constraints, agent skills, and interaction demand is a complex and constantly changing equation. Get the insights and control you need to achieve the best outcomes for your customers and agents, with Odigo workforce management software solutions.

Features

End-to-end workforce management software solutions for your contact centre

Agent management

A single solution for managing employee profiles, work rules, skill profiles, work preferences, legal constraints and shift swapping between agents.

Forecast management

In-depth views of multichannel traffic history, forecasting by activity or skill, special event tags and weekly volume assessments.

Planning management

Multichannel planning (monthly, weekly, daily) with a multi-site management option, scenario simulations and mobile apps for agents.

Monitoring

Fast insights into agent activity and multichannel adherence, projections, KPIs and enable statistical analysis (net staffing, average handle time (AHT), quality of service (QoS) and more).

Odigo partners with Verint, a global leader in workforce management software

Verint

Odigo works with Verint to provide you with workforce optimisation (WFO) solutions that enhance your contact centre performance.

Leveraging workforce management software with Odigo

Industry: Healthcare

Markets: Benelux

Industry: Utilities

Markets: United Kingdom

Industry: Financial Services and Insurance

Markets: France

Industry: Logistics

Markets: Europe

Industry: Automotive

Markets: France

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Workforcement management software solution insights

May 16, 2023 3 min of reading Bring Odigo’s Workspace app for MS Teams to banking

Modern banking relies on in-branch standards of care and expert advice from a distance. Find out how Odigo’s Workspace app for MS Teams involves experts from outside the contact centre in the drive for customer satisfaction.

April 27, 2023 3 min of reading Contact centre NLP use cases

Natural language processing (NLP) is an applicable everyday contact centre technology. Discover how to harness it with these six practical NLP use cases.

April 18, 2023 3 min of reading Harnessing Odigo’s Microsoft Teams connector in insurance contact centres

When details matter, Odigo’s Microsoft Teams connector can help maintain case continuity and accuracy.

Reduced wait times
Improved agent experience
Increased efficiency

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