Financial Services

Delivering financial services involves contact centers, branch offices, and back offices. Customer satisfaction is determined by the entire system’s performance. In today’s competitive environment, planning workforce, optimizing performance, and achieving consistency are essential to success. Managers must achieve these goals while minimizing costs. AWO Portal’s new generation workforce optimization technologies enable you to meet these critical, conflicting goals. The AWO Portal can be used to plan branch offices, back offices, and contact centers, as well as optimize performance to deliver services across the entire system consistently.

Up-selling at financial services contact centers also generates significant revenues. Therefore, staffing and agent scheduling at up-selling contact centers requires more than the traditional service level or ASA based planning. Profit optimal staffing and scheduling for up-selling determine the staffing levels and agent schedules to optimize revenues. The AWO Portal provides new generation technologies that determine the profit optimal staffing levels for your contact centers.

AWO Portal provides new generation technologies for workforce optimization providing customer service. It provides Artificial Intelligence for utmost ease-of-use, advanced forecasting technologies, concurrent optimal scheduling, multi-criteria schedule manager and vacation planner, integrated strategic planner, performance optimizer, and agent workstation.

Profit Optimal Staffing and Scheduling of your contact centers determines your staffing levels and schedules agents to maximize your profits. This technology enables you to minimize lost profits from using service level or ASA targets.

Safety Staffing is required to minimize lost sales. This technology allows you to input past forecast variations to your staffing levels and capture profit opportunities when actual contacts exceed forecasts.