Optimize your resource management with storm® CONTACT:WFM™. Perfect your customer engagement management with simple inbuilt scheduling, or seamlessly integrate with market-leading providers of WFO, WFM and QM solutions.

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Convenience and Quality

Workforce Optimization is an essential part of the Customer Engagement Hub. Features such as Workforce Management (WFM), Quality Management (QM), and Analytics hold the key to insights about staff productivity, as well as customer opinion.

With storm, the management of workforce scheduling is handled within one easy-to-use web interface.  All aspects of content handling, including wrap-up times and agent breaks, can be set in advance to enhance efficiency.

Scheduling for Success

storm CONTACT:WFM enhances agent experience by allowing scheduling to be crafted around breaks and time off, avoiding the negative effects of over-work. By integrating into the agent DTA® (Desktop Task Assistant), CONTACT:WFM allows agents and their supervisors to update their availability in real time, automatically changing the way contacts are routed to that agent.

Automated scheduling ensures that staff resources are optimized for any given situation, guaranteeing organizations the flexibility to handle unforeseen circumstances without overstaffing. This type of automation eliminates time wasted in manually identifying available, on-call workers.

CONTACT:WFM runs automatic checks on whether a schedule has been set for the following day. If a schedule has not been set, an email or SMS alert is triggered, ensuring scheduling is always maintained at peak efficiency. Missed calls also trigger alerts that advising contact center managers to revise the schedule.

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Integration

storm’s custom APIs allow it to seamlessly integrate with third-party systems, ensuring that customers are provided with a WFM solution, perfectly crafted to their business needs and existing frameworks, that works alongside their customized storm solution.

By integrating with storm VIEW, customers using CONTACT:WFM are able to access real-time and historical reports on agent performance. This functionality ensures supervisors can monitor and maintain peak workforce performance, and any scheduling factors hindering the achievement of this can be addressed.

Partnered with Verint, Teleopti and Injixo, Content Guru’s storm platform also integrates with NICE inContact, ensuring that customers maintain the flexibility to construct the end-to-end customer engagement, and agent experience, solution that best suits their business requirements.

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