Workforce Optimization overview
Workforce Optimization (WFO) Fifth generation Workforce Optimization solution that provides a full, end-to-end enterprise solution, including unified, enterprise-wide installation procedures, a centralized system management layer, organizational and user management, and a variety of applications and cross-application integrations. is a unified suite of cloud solutions for capturing interactions and managing the performance of employees across the enterprise.
WFO helps you improve customer experience, scheduling, and operational efficiency by providing appropriate staffing levels and empowering employees.
In the contact The entire communication experience for a customer, from beginning to end. center, WFO involves solutions with pre-defined workflows that deliver unique information to help enhance contact center productivity and quality.
This includes workforce management, call recording, automated quality management, performance management, speech, text, desktop analytics and more.