GlobalCX Solutions
Automated Agent Skills Configuration Management
Lightning Fast.
Increase Efficiency. Drive ROI.
Temporarily adjust agent skills configuration assignments and priorities to redirect call volume towards agents that have “Stranded Capacity”.
5X Faster
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.
Minimal Training
Easy to learn and operate reducing labor time and cost.
Capabilities
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Pre-schedule both future changes & temporary changes that auto revert back to the original state when scheduled time expires
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Speed up your ability to make on-the-fly decisions that affect business outcomes
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Reduce human error with automationIncreases customer satisfaction due to higher utilization
And More
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Real-time agent state & current skills configuration
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Top-down bottom-up skills distribution matrix
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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
And more
Automated Test Case Creation and Maintenance
Omnichannel Test Scripting Framework
Integrated CX & AX Testing
Automated Test Execution
Automatic Test Case Authoring