Advanced Workforce Optimization Portal
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The Advanced Workforce Optimization (AWO) Portal offers modules as Add-Ons to supercharge your existing WFM software or a complete WFM package.
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The AWO Optimal Scheduler uses Concurent Optimal Scheduling pioneered by ac2 Solutions to deliver unmatched schedule efficiency. It concurrently optimizes the following for all agents to meet targeted service levels at minimum cost:
- Work/Off days
- Daily Start/End times
- Daily Break/Lunch times
- All other work rules
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12% reduction in FTEs needed to meet the service level targets and 73% reduction in excess agent hours over a top three traditional WFM software package. | |
Top Two Computer Manufacturer |
98+% schedule efficiency and 13% fewer FTEs to meet the service level targets than by a top three traditional WFM software package. | |
Top Outsourcing Company |
98.5% schedule efficiency and 75% reduction in excess agent hours created by a top three traditional WFM software package. | |
In today’s complex multi-skill, multi-site, multimedia contact centers, forecasting contact volumes and average handling times accurately is a challenge. Intra-day, daily, weekly, monthly, seasonal patterns and long-term trends, contact volume drivers, and calendar events such as the 1st or 15th of a month, Mother’s Day, and other special events like promotions require powerful forecasting technologies to develop accurate forecasts. The AWO Portal provides the next generation forecasting technologies with the advanced time-series algorithms optimized with its Expert System technology to achieve high forecast accuracy.
- Expert System - Best Pick evaluates, with the click of a button, forecasting techniques available in AWO using historical data to determine the best forecasting method and optimal parameters for each contact channel (e.g. phone, email, fax, web chat, etc.)
- State of the art forecasting methods include:
- Box-Jenkins ARIMA models
- Single, Double, Triple, Exponential Smoothing (over 10 versions)
- Additive and Multiplicative Seasonality Models
- Dynamic Regression
- Curve Fitting
- Moving Averages
- Forward looking forecasting using customer contact drivers, together with contact history (e.g. number of cable service subscribers with billing contact history).
- Special event period forecasting for promotions campaigns, and calendar events (e.g. 1st and 15th of a month, Thanksgiving Day, Mother’s Day).
Multi-skill, Multi-site, Multimedia
Multi-skill, multi-site, multimedia capabilities provided by the AWO Portal help you develop accurate and efficient plans, and optimize the performance of your multi-skilled agents, multi-site and multimedia contact centers. Forecasts for phone, email, fax, web chat, etc. can be generated at both the site and enterprise levels, and multi-skilled agents located at multiple sites are concurrently scheduled to meet targeted service levels.
Multi-criteria Schedule Manager
Multi-criteria Schedule Manager assigns agents to schedules. Agents may be scheduled based on their preferences or availabilities, or through a bidding process.
Multi-Criteria Vacation Planner
Multi-Criteria Vacation Planner manages the vacation scheduling process. It allows agents to bid for vacation periods by entering their preferences, and managers to enter one or more criteria for vacation planning. The AWO Vacation Planner uses AWO’s multi-criteria optimization technology to maximize fairness in assigning vacation slots.
Agent Lifestyle Self-Management
Agent Lifestyle Self-Management is important to improve agent morale and job satisfaction and to minimize costs. Schedules meeting agent lifestyle needs are found to be one of the morale boosters listed in many employee surveys. The AWO Optimal Scheduler generates optimal schedules consistent with agents’ preferences while meeting the centers’ performance targets. The AWO Agent Workstation provides comprehensive agent lifestyle support capabilities for agents to manage their time and activities both at work and off work.
Integrated Strategic Planner provides an integrated planning module that uses the same next generation forecasting and concurrent optimal scheduling technologies as the AWO Forecaster and Optimal Scheduler. It provides comprehensive hiring and training information with budget projections by location, work patterns (e.g. full time 4×10, 5×8, part time, 4×5, 5×6), and skill requirements. Constraints involved in strategic planning may include limits on budget, resource levels, full-time/part-time agent numbers, and other factors.
100% Web Based
The AWO Portal is built upon Microsoft’s .NET framework. What this means for our clients is a stable and easy to maintain platform based on respected technologies. AWO Portal is supported on Windows Server 2003 and 2008 operating systems. AWO Portal has been built to take advantage of Microsoft SQL Server 2000 or Microsoft SQL Server 2005.
To learn more about our AWO Portal product, to schedule a demonstration or to inquire about purchasing this product, please feel free to Contact Us.
