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.
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: