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GlobalCX Solutions

Automated Agent Skills Configuration Management

Lightning Fast.

HP Grid_Agent Reskilling - smaller

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

  • 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

Automate_Contact_Center

And More

  • Real-time agent state & current skills configuration

  • Top-down bottom-up skills distribution matrix

  • Contact performance statistics - ASA, AWT, calls in queue, etc.

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Rapid skills configuration.

Increase customer loyalty. Reduce costs.

 

OVER 20 YEARS OF GREAT RELATIONSHIPS:

 

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Looking to level up your CX?

We're ready to help.


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IVR Functional & Regression Testing

 

Features

 

Chatbot Testing

Email & SMS Testing

Web Interaction Testing

Automated IVR Discovery Road Mapping

CX Model Editing

See our solutions

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