Multi-Skill, Multi-Site, Multimedia

The AWO Portal provides advanced capabilities to address the challenges faced in managing your multi-site contact center environment with a multi-skilled workforce providing service through multimedia channels including phone, fax, email, web chat, and others.

Multi-skill contact center environments offer significant advantages and also require advanced WFM technologies to capture the complexities involved to develop accurate forecasts and optimal agent schedules, and managing performance. The AWO Portal offers the new generation skills based optimization technology integrated with the concurrent optimal scheduling technology for scheduling your workforce. The new generation skills based optimization technology is used to analyze agent skills and availabilities, routing rules, and network rules to concurrently optimize your agent schedules.

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Multi-site contact center environments require WFM technology to develop forecasts and schedules at an enterprise level or at site level. The new generation technologies provided in the AWO Portal allow for the development of accurate forecasts at the enterprise level and schedule agents at multiple sites concurrently to maximize service performance as a virtual center while managing agents and their schedules locally. The AWO Portal also lets you generate forecasts and schedule agents at site level. With the multi-site planning capabilities of the AWO-Portal, you can

  • Forecast for multi-site contact center environments and concurrently schedule agents optimally at the enterprise level to take advantage of economies of scale and improved service performance for the whole system as a virtual center
  • Update forecasts at the enterprise level but re-schedule agents located only at selected sites such as vendor locations to deliver optimal service level at the enterprise level
  • Generate forecasts and schedule agents at each site separately

Multimedia contact channels offer many advantages and challenges to contact centers. Different multimedia contact channels require different forecasting, scheduling, and performance management technologies. Customers calling your service numbers, for example, are different in their contact patterns, special event periods, service expectations, and perceived and actual satisfaction than customers using email, fax or web chat. The AWO Portal provides the powerful new generation forecasting and skills based optimization technologies for multimedia contact centers. With the AWO Portal, you can forecast multimedia contact volumes and service times using its new generation forecasting technologies, set different service objectives to meet the expectations of your customers using different multimedia channels (e.g. 80% of calls answered in 20 seconds, 90% of emails are answered within 4 hours of receipt), and schedule agents using the new generation skills based optimization technology.