Productive Workforce™

Productive Workforce is a unified communications (UC) application for the contact center that unites workforce management, performance management and quality management to reduce the cost per interaction and improve the customer experience.

This customer contact application enables you to evaluate multiple staffing plans, align performance with corporate strategy, and facilitate internal collaboration among employees and across departments by incorporating presence and click-to-communicate functionality.

Product Capabilities
​Productive Workforce delivers the tools and processes to help you optimize resource utilization and adopt a continuous improvement culture. By motivating agents throughout their workforce lifecycle, you can service more customers with fewer agents, reduce customer interaction costs, and improve customer service, sales and collections results.

Productive Workforce allows you to:

  • Reduce costs by aligning staffing with calling patterns.
  • Improve quality and performance with quality scoring and automated coaching tools.
  • Optimize efficiency through targeted performance feedback.
  • Align performance at all levels of the organization with corporate strategy.
  • Seamlessly connect the back office with the contact center.
  • Track consumer sentiment and key words posted in social spaces.
  • Schedule agents and enterprise knowledge workers to engage in customer communications throughout social spaces.

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