onecontact wfo offers contact centers a complete, web...
TRANSCRIPT
OneContact WFO offers contact centers a complete, web-based, workforce
management suite with quality monitoring, e-learning and stunning user interfaces.
ContactWFO
ContactWFO
OneForecast
With this module it is possible to graphically analyze historical demand data for services in the contact center. • Analyze historic and forecast data for the
entire forecasting period • Apply growth rates • Add exclusions due to exceptional events
OnePlan
Allows the planner to use forecasts generated with OneForecast to perform operations and generate schedules.
• Objective-driven staffing for Inbound and
outbound services • Rule-driven schedule generator • Shows the forecasted demand data and all
the planned KPIs for the entire planning period as well as the agent's schedule map (including schedules, vacations, absences, etc.)
• Allows for manual adjustments of schedules with automatic agent notification
OnePortal
The OneContact WFO’s main interaction application. • Allows agents to view their schedules
and KPIs, set schedule constraints, • vacations and shift exchanges. Supervisors
can also perform operations such as: approve/reject agent vacations, shift exchange requests, send messages to its agents, create absences, compare KPIs schedule e-learning sessions and justify agents alarms.
OneMonitor
Users can actually follow the real-time execution of a plan generated through OnePlan • Immediate and easy analysis of each KPI
evolution • Planned VS real real-time monitoring of all
KPIs • Agent adherence real-time monitoring
(based on logins, ready/not ready) • What was planned and what happened in
reality view • Configurable alarms and warnings for lack of
adherence.
OneBackOffice
The control center for the OneContact WFO system. • Manage agents, teams, services and shifts
to define work rules • Define key performance KPIs and reports
that can be used throughout the modules.
ContactWFO
OneContact WFO Mobile
App that allows real-time monitor your contact center activity anywhere and anytime. • Follow your services and agents • Compare real and planned indicators • Analyze graphical charts and stay on
focus with push notifications of emergent situations
Workforce shifts
calculation process
ser
ver
OneForecast
we
b OnePlan
OneBackoffice
IIS
Legacy data
transformation jobs
Legacy CC1
Legacy CC2
OneMonitor s e r v e r
Reports w
eb
OnePortal
I I S
WFM Data
and configuration
Agents manage their
Legacy CC1 Operators
availability
via browser
Legacy CC2 Operators
Operators
Operators
PSTN
About Collab’s OneContact WFO, Gartner says that "... has a strong commitment” underlining strengths like unified suite, ease of use and viable core functionality.
ContactWFO
BE READY
Easily integrates with all the leading contact center solutions.
When integrated with OneContact CC, all the e-learning scheduling capabilities are available via OneQualityMonitoring.
BE SIMPLE
Stunning and highly interactive user interface. Easy to use and to learn, reports simply accessible to everyone.
BE ALERT
Real-time monitoring when integrating with COLLAB’s OneContact CC suite, enabling immediate and real-time focus on extraordinary contact center events.
BE COMMUNICATIVE
Centralized portal for both agents and supervisors. Manage schedule preferences, vacations, shift trades, alarms and warnings, messages and more.
BE ON CONTROL
Each user’s role is clearly defined and allows each user to access the module(s) that correspond to their role in the contact center.
BE PROACTIVE
Instantly “feel” the impact of “what-if” planning scenarios. Generate schedules for supervisors and agents. Add agent challenges and quests and enter a gamification based workforce strategy.
OnePortal Planner OnePlan Supervisors Gamification AdjustCollabAlarms Management
Agents Forecast E-learning Analyze
Warnings OneMonitorPerformance
Service Messages BackOffice Trades SchedulesOneBackOffice
OneContact WFO Mobile Real-time Quality Monitoring OneContact WFO
www.microteltechnology.com
Singapore Office: Malaysia Office: 61, Alexandra Terrace, #07-08, Unit 02-03 to 02-05, Level 2,
Harbourlink Complex, Tower B, Vertical Business Suite,
Singapore 119936 Avenue 3, Bangsar South, No 8,
Phone: (65) 6376 2149 - Fax: (65) 6376 2146 Jalan Kerinchi, 59200 Kuala Lumpur