Contact Centers
With the increased complexity of contact center operations and conflicting, critical success requirements, workforce management has become increasingly challenging. Using technologies developed over 15 years of research into advanced statistical and mathematical optimization, the AWO Portal answers the industry’s need by delivering breakthrough performance in workforce management, performance optimization, and agent empowerment.
The AWO portal helps you to deliver services at the targeted levels while minimizing costs using these new generation technologies:
Artificial Intelligence Technology offers the utmost in ease-of-use and the benefits of expert knowledge to develop accurate forecasts, and optimally efficient schedules without expert training.
Statistical Forecasting methodologies including ARIMA, Exponential Smoothing models, Dynamic Regression, and our proprietary Expert System technologies that provide unsurpassed forecast accuracy.
Concurrent Optimal Scheduler uses the new generation concurrent optimization technologies to schedule agents and maximize efficiency.
Multi-skill, Multi-site, Multimedia capabilities provided by the AWO Portal help you develop accurate forecasts and optimal schedules at any level, and optimize the performance of your multi-skilled agents, multi-site, and multimedia contact centers.
Multi-criteria Schedule Manager uses our Multi-criteria Optimization technology to assign agents based on their preferences, availabilities, or multi-criteria scores.
Multi-Criteria Vacation Planner uses our Multi-criteria Optimization technology to schedule vacation periods.
Integrated Strategic Planner uses our new generation forecasting and concurrent optimal scheduling technologies to develop strategic plans. It provides comprehensive hiring and training plans with budget projections by location, work patterns (e.g. 4×10, 5×8, 4×5, 5×6), and skills.
Performance Optimizer tracks and reports the contact traffic and performance of your contact centers together with the capabilities to optimize performance as the day progresses. It also monitors and reports agents’ adherence to schedules.
Agent Workstation empowers agents to manage their schedules, personal time off and other exception requests, overtime, and volunteer time off (VTO). With 100% web based architecture, the AWO Agent Workstation is available to agents over the Internet.
