ac2 Solutions announced today that its Advanced Workforce Optimization Portal has received a 2011 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine, the leading publication covering CMR, call centers and teleservices since 1982.

ac2 Solutions announced today that its Advanced Workforce Optimization Portal has received a 2010 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine, the leading publication covering CMR, call centers and teleservices since 1982.

ac2 Solutions will present a software demo and discussion at the INFORMS 2010 Annual Meeting in Austin, TX.

Advanced Workforce Optimization (AWO) Portal by ac2 Solutions offers: i) advanced forecasting models for multiple seasonal patterns found in service systems such call centers, hospitals, and back offices; ii) ILP based schedule optimization (work/off days, daily shift and break times) for centers with 10 to 20,000+ agents and complex scheduling rules in both skills-based and non-skills based environments; iii) strategic planning; and iv) performance optimization using real-time re-optimization and re-forecasting, scorecards, dashboards and agent adherence. We will take an in-depth look at the various capabilities offered and how they are used in call centers to manage workforce and optimize performance.

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GERAD is supported by four academic institutions, HEC Montreal, Ecole Polytechnique, McGill University, and University of Quebec (Department of Mathematics and Computer Science). It includes experts in quantitative methods for business administration, operations researchers, theoreticians in computer science and discrete mathematics, mathematicians, and mathematical engineers. It gathers researchers sharing an interest in the mathematics of decision making under all its forms. Fundamentally, it is concerned with static, dynamic, stochastic, multi-criteria and multi-agent optimization. At the pre-decision stages, it is also interested in the mathematics of model building (discrete and continuous), statistics, simulation, and data mining.

ac2 Solutions announced today that its Advanced Workforce Optimization Portal has received a 2009 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine, the leading publication covering CMR, call centers and teleservices since 1982.

Press Release

Dr. Turgut Aykin has been invited to deliver a presentation on New Frontiers in Contact Center Workforce Management as part of the San Francisco Bay Area Service Science Lecture Series on Thursday, March 11, 2010, at IBM, 2929 Campus Dr., Suite 275, San Mateo, CA.

Abstract

About San Francisco Bay Area Service Science Lecture Series:

The mission of the lecture series is to help foster greater communication, understanding and collaboration around Service Science, Management and Engineering (SSME) between industry, academia and government. It is sponsored by:

IBM Almaden Research Center

Services Transformation and Innovation Group LLC

San Jose State University

Dr. Turgut Aykin has been invited to deliver a talk on the NEXT Generation Scheduling Technologies for Contact Centers at the INFORMS annual meeting on October 14, 2009, San Diego, CA.

Dr. Turgut Aykin will be presenting ac2’s NEXT Generation Workforce Management technologies at the Wharton Contact Center Forum on February 28-29, 2008, sponsored by the Wharton Financial Services Institutions Center.

ac² Solutions announced today that its Advanced Workforce Optimization Portal has received a 2007 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine.

Press Release

Dr. T. Aykin, President and CEO of ac2 Solutions, has been invited to join the editorial board of the International Journal of Information Systems in the Service Sector (IJISSS), a scientific, peer refereed journal publishing the latest research results and technology development for service sector including contact centers, July 14, 2007.

Dr. Turgut Aykin will be presenting Workforce Management and Performance Optimization at Call Centers at the 2007 IEEE/INFORMS Conference on Services Operations and Logistitcs (SOLI2007).  This conference is being held in Philadelphia, PA between August 27th and August 29th in 2007.