Automated Agent Skills Configuration Management
Increase Efficiency. Drive ROI.
Temporarily adjust agent skills configuration assignments and priorities to redirect call volume towards agents that have “Stranded Capacity”.
Accelerate Profile skill configuration management with temporary agent skills override capabilities.
50% More Efficiency
Eliminate 50% of the workload associated with temporary skills configuration management.
Easy to learn and operate reducing labor time and cost.
Pre-schedule both future changes & temporary changes that auto revert back to the original state when scheduled time expires
Speed up your ability to make on-the-fly decisions that affect business outcomes
Reduce human error with automationIncreases customer satisfaction due to higher utilization
Real-time agent state & current skills configuration
Top-down bottom-up skills distribution matrix
Contact performance statistics - ASA, AWT, calls in queue, etc.
Rapid skills configuration.
Increase customer loyalty. Reduce costs.
OVER 20 YEARS OF GREAT RELATIONSHIPS:
IVR FUNCTIONAL & REGRESSION TESTING
Automated Test Case Creation and Maintenance
Omnichannel Test Scripting Framework
Integrated CX & AX Testing
Automated Test Execution
Automatic Test Case Authoring