Deliver outstanding service with contact center workforce management software
Vonage partners with workforce management solutions to optimise your contact center resources by combining scheduling and forecasting. Add the Vonage contact center management system reporting — to help maximise both productivity and customer service levels.
Optimise omnichannel supportFuse contact center infrastructure voice channel with Salesforce digital channels to optimise omnichannel support
Take action in real-timeUse real-time agent adherence statistics to manage your teams as effectively as possible, giving you the best opportunity to meet service levels
Meet your service level goalsProvide the right number of agents, with the right skills to handle predicted call volumes to achieve designed SLAs
A single vendor advantageEnjoy the added benefit of purchasing a complete contact center workforce management solution from a single vendor – easier purchasing, simpler supplier management and support model
Workforce management software for the modern contact centerWorkforce Management (WFM) solutions relay the data you have available and use it to improve the accuracy of your forecasts and create schedules that are just right for your organisation and service level goals. Traditionally, WFM solutions meant large upfront costs and ongoing maintenance, but with Vonage Contact Center, you can:
- Remove the upfront costs and burden on IT resources
- Analyse omnichannel data from your contact center infrastructure and Salesforce to create accurate forecasts
- Immediately adjust your schedules to meet your changing needs or respond to the unexpected with intraday tracking of trends
Verint® Workforce Management Professional
Combine the Vonage Contact Center for Salesforce platform and Verint® Workforce ManagementTM Professional to take positive steps towards balancing the cost vs. service dilemma using the most accurate data source possible: your own contact centre data.
- Make the implementation and everyday use far simpler for your teams
With Verint Monet’s WFM Professional solution for contact centres and help desks, you can use your historical activity and apply it to the future
- Analyse omnichannel data from both your contact center infrastructure and Salesforce to create accurate forecast
Verint ® Workforce Management Enterprise
Visibility and real-time guidance for enhancing customer service processes and workforce performance
Omnichannel intelligence helps make better, faster, and easier decisions to optimise customer engagement and employee productivity, drive revenue and competitive advantage, and enhance compliance and security
A unified, mature workforce optimisation platform, with best-of-breed functionality, simplified system administration and maintenance, intuitive interfaces and navigation, and reduced TCO
World-class expertise in global implementation, project management, and technical specialisms available to accelerate and increase ROI
injixo Workforce Management
Connect your Vonage data with injixo WFM to enable a powerful workforce management ecosystem. With our native Vonage integration, you’ll benefit from a seamless experience between the data you trust and the injixo user-friendly WFM software:
Predict your workload with smarter, fully automated forecasting
Save time with easy scheduling that meets your demand
Manage schedule adherence with a real-time data connection
Contact center workforce management features
Minimise ComplexityA single, pre-integrated platform from a single vendor connects your WFM and telephony seamlessly.
Deliver on Your SLAOptimise schedules consistently to meet service level agreements.
ForecastMore accurately predict upcoming traffic by using existing rich data.
Reduce CostsProperly staff your team based on accurate forecasting.
Guarantee Real-Time Agent AdherenceIntegrating WFM with Vonage allows for greater detail in agent adherence. This highlights who is available to take a call at any point.
ScheduleConveniently combine automatic scheduling with accurate forecasting.