Interaction Optimizer

Interaction Optimizer: All-in-one workforce management software

Scheduling agents in a contact center can be a full-time balancing act, especially when shift schedules must account for multiple interaction types, agent skill sets and the typical peaks and valleys in customer volume. Interaction Optimizer is a workforce management software application to optimize effectiveness and achieve service goals in multi-channel contact centers from 25 agents to thousands.

Key Capabilities of Interaction Optimizer

  • Forecasting
  • Scheduling
  • Intraday Monitoring and Reforecasting
  • Real-Time adherence

Key Benefits of Interaction Optimizer

  • Improve agent effectiveness and satisfaction
  • Generate more accurate forecasts via historical ACD data
  • Enhance scheduling and adherence by weighing agents’ time-off requests, preferences and schedule changes
  • Proactively monitor agent activity, adherence and operations in real-time
  • Fully integrate to CIC to centralize administration

Why Choose Avtex?

In 2013, Avtex received the Interactive Intelligence Worldwide Partner of the Year and Vision Award. Interactive Intelligence created these awards to honor the reseller that has shown the most innovative application and forward-thinking use of its all-in-one IP communications software suite. Avtex has also been awarded the 2014 Platinum Elite Partner.

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