WFO is a set of additional tools for comprehensive optimization of Contact Center and Back Office. It includes modules for work analysis, process flow and task planning to make the most effective use of available resources, and ensure the highest quality indicators in Customer Service.
Speech Analytics module automatically processes calls and analyzes their content. The system not only assigns individual recordings to specific categories, but also allows to examine the context in which specific phraseological compounds appear in conversations, detects emotions, registers the length of silence, marks moments of simultaneous speaking of interlocutors, etc.
The analysis of conversations may concern recorded calls (standard SA), it may operate in the real time mode (Real Time SA) or it may operate in the text channel (Text Analytics).
Speech Analytics enables, among other things:
DPA module registers events on employees' workstations taking into account the context of applications and customer data records. Thanks to this, it is possible to fully analyse the course of service process in the whole organisation, spread over many workstations and various business systems.
The system allows, among others, to:
The WFM module is designed for advanced time management in an organization, taking into account individual competencies and the life situation of employees:
QM module supports service quality and employee competence management. In the automatic mode (Automatic QM), the system can perform an evaluation of work on the basis of all employee contacts, and not just randomly selected from a pool. Automatic analysis additionally relieves Supervisors from the tedious process of listening to recordings and filling in evaluation forms.
Searching, analyzing and using collected information. ...
Sprint S.A. has implemented a Desktop and Process Analytics system for Best S.A. It’s used to analyse processes executed on computers in contact centre and back office operational units. ...
In August 2015, Sprint S.A. signed a 4-year contract with the Port of Gdansk Authority for the implementation of the OpenScape 4000 telecommunications system, which includes replacement of the telephone exchange system, along with maintenance service ...