Injixo WFM
Optimise the balance between customer experience and cost control.
Some contact centres try to manage by using spreadsheets, but this approach is prone to inaccuracies. It doesn’t let you accurately predict volumes or build agent schedules that efficiently and consistently match supply and demand. Injixo WFM presents a better alternative.
That’s because Injixo WFM enables contact centres to optimise the balance of three forces – customers, agents, and costs – to simultaneously improve each outcome. It’s all about optimisation that puts the right number of agents in the right places at the right times, to do the right things.
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Overview
Not all WFM applications are created equal. Some are high in price. Some require on-premises installation and an IT project. Some provide support from offshore locations.
Injixo provides comprehensive WFM functionality and harnesses the power of AI in the cloud – backed up by a team of local experts in each country. Customers report significant cost savings. And, thanks to its competitive pay-per-use pricing, Injixo offers a very rapid return on investment.
Features
- Forecasting: Use AI-based algorithms to accurately predict workload for all channels, such as calls, emails and web-chat, up to a year in advance.
- Scheduling: Leverage powerful optimisation algorithms to easily create schedules that match supply and demand while accounting for shift flexibility and contractual obligations. Plus, you can plan meetings, training and other exceptions at the optimum time.
- Intraday Management and Real-time Adherence Monitoring: Enjoy a clear view of metrics and tools to quickly and effectively react to deviations that impact your plan, including volume spikes, absences and schedule adherence issues
- Reporting & Analytics: Create customised dashboards, preconfigured reports and advanced custom reporting with the Injixo API.
- Employee Engagement: Empower your contact centre agents with a self-service portal. Your agents can view, swap and bid for shifts, as well as book time off and view co-worker activity, all from any device.
Benefits
- Accurate forecasts made easy: Let our built-in AI algorithms predict demand with industry-leading accuracy at a fraction of the effort.
- Omnichannel: Go beyond calls and be where your customers need you. Welcome to staffing calculations for the omnichannel world of email, chat and social media.
- Multi-skill scheduling without the pain: Tap into our patented multi-skill scheduling algorithm to unlock valuable pooling efficiencies without high setup and maintenance.
- Real-time response: Find the insights you need when actual results deviate from the plan and take corrective action, fast.
- Local expert support: Get support from experts who have experienced the same challenges as you. And benefit from our proven onboarding programme and become an injixo power user in no time.
