814 — ESI Announces WFM and Optimisation software for outsourcers

Sep 10, 2003 | Conteúdos Em Ingles

Expert Solutions International announced OptiWise Outsourcing -a workforce management and optimisation software for call centre outsourcing companies. OptiWise outsourcing integrates inbound and outbound activities, and schedules agent shifts according to outbound/inbound load balancing. OptiWise forecasts inbound load and “moves” agents from one project/team to another – considering inbound and outbound activities and multi-skilled agent’s availability.

OptiWise Outsourcing has a powerful ‘what if’ analysis module for budget planning and management. The “what if” module allows the call centre to perform different scenarios. The innovative module enables the user to analyse scenarios and explore different assumptions and HR needs derived from the scenarios.

“Workforce management is one of the most powerful management tools for outsourcing contact centre,” said Lior Ben-Tsur, director of marketing and business development, WFM Division, ESI. “Outsourcers face the challenge of adapting their contact centres to new client’s requirements very rapidly, and OptiWise Outsourcing offers maximum flexibility.”

OptiWise Outsourcing forecasts contact volumes and automatically plans and schedules the right staff needed per shift. OptiWise monitors the contact centre operation in real time, for ongoing optimisation while considering inbound and outbound activities. The software provides recommendations for decision-makers, based on key performance indicators, impacting 75 per cent of operational costs. The solution controls costs related to the desired service level per project and contact centre operations, comparing actual versus planned performance and creating same-day optimisation.