Scrap the spreadsheet!
CXone Workforce Management (WFM) is an advanced forecasting and scheduling solution that can help you reach your contact center goals. Now you can compete by evolving past the spreadsheet. CXOne WFM will help your organization with the following capabilities:
Advanced forecasting algorithms
- increase accuracy using sophisticated time-series forecasting methods, “what-if” modeling and automated analysis and tracking.Multi-skill and multi-site support
- generate forecasts at the enterprise level while locally managing agent schedules and performance across multiple locations.
Concurrent schedule optimization
- achieve greater staffing efficiency over manual schedule assignment methods by generating agent schedules concurrently.
Multi-criteria schedule assignment
- combine your business rules with your agent preferences to create an efficient schedule that results in a win/win for the business and agent.
True pure cloud solution
- lower total cost of ownership with continueous delivery of new functionality without having to perform upgrades. Agent and Supervisor portal
- empower both supervisors and agents with the tool to self-manage schedule exceptions, overtime and voluntary time-off (VTO).
CXone WFM provides the power and flexibility business needs to manage their contact centers. Specifically it provides:
- Produce accurate forecasts based upon your center’s history volume of interactions
- Generate efficient schedules using your work-rule parameters
- Proactively optimize intraday schedules and performance
- Empower agents to self-manage schedule availability