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Business Systems’ Workforce Optimisation (WFO) portfolio brings workforce management, speech analytics, call recording, quality monitoring, and other call centre technologies, into one proposition that gives you unprecedented actionable insight and a wealth of tools to help you improve your operation and delight your customers in an informed, sustainable way.

CALL RECORDINGThe ability to record and quickly replay incoming, outgoing and internal calls is a key feature for call and contact centres that want swift access to information for fact verifi cation and dispute resolution:

• Monitor call and contact centre quality and performance.

• Obtain an overview of customer interactions and trends to assist with decision-making.

• Listen to what customers think of your company, products and services.

• Identify employee training and coaching needs to improve confi dence and skills, and reduce agent churn.

• Assess agent performance through audio and screen recording.

• Ensure employees adhere to comply with regulations, policies and procedures.

SPEECH ANALYTICSWe have combined best-of-breed technologies, including Phonetic Indexing and Speech-to-Text Transcription, for both real-time speech analytics and historical evaluation, to quickly categorize and analyse 100% of your voice communications:

• Speaker Separation - It’s not enough to know what was said during customer calls. You need to know who said it.

• Emotion Detection - Gauge the emotional state of your customers by analysing their tone of voice.

• Talk-Over Analysis - Highlight those moments when your customer and your agent are talking simultaneously or when neither of them are talking.

• Hot Topics - Uncover and track the most frequent topics mentioned by customers, identifying trending customer satisfaction issues.

WORKFORCE MANAGEMENTA Workforce Management solution can have a profound impact on all areas:

• Create reliable and accurate forecasts and budgets.

• Improve operational effi ciency by developing optimal staffi ng schedules.

• Reduce administration and manual handling of schedules, with automatic and self-service tools.

• Improve speed of answer and service levels through better schedule adherence and proactive intraday management.

• Enhance performance through better reporting and performance management.

• Give your employees the ability to fi t their work around their life – with preferences, availability and automatic request handling tools.

BUSINESS INTELLIGENCEVocal Insight Business Intelligence combines powerful analytics and charts at its core with an easy to navigate and use interface:

• Direct access to data fed by multiple systems. It allows you to access data in real-time, summarise information held in multiple databases and create dynamic reports.

• Effi ciency thanks to automated alerts. Users can create key performance indicators and monitor them in real-time.

• Minimal implementation and intuitive. Easy to implement, can be used to enhance most software applications.

QUALITY MONITORINGWith Quality Monitoring, you can easily review interactions and activities conducted on or off the phone, without the need to toggle between multiple screens to complete evaluations:

• Evaluate large numbers of calls effi ciently.

• Access recordings.• Flag interactions and evaluations.• Perform self-evaluations.• Review coaching assignments• Design tailored, intelligent

evaluation forms .• Automatically assign coaching

sessions based on detected skill or knowledge gaps.

• Attach scorecard KPIs, policies, and other relevant information to the sessions.

BUSINESS INTELLIGENCEQUALITY MONITORING

CALL RECORDING

WORKFORCE MANAGEMENTSPEECH ANALYTICS