VO Community Total Workforce Management System

Virtual Observer Community Total Workforce Management System delivers robust features and real benefits…Quickly and far more affordably than the industry giants.

Workforce Management System

VO Community Workforce Management System

ROBUST FEATURES


  • Advanced, failsafe ACD integration
  • Five different forecasting methods
  • Single and multi-skill forecasting
  • Culturally sensitive rules based scheduling with agent preferences
  • Schedule optimization
  • Intraday management and Automatic Reforecasting
  • Real-time agent adherence
  • Interactive agent bidding
  • Detailed cost of schedules
  • VacationEvent Management
  • Virtual agent swap board
  • Make “On the fly” Schedule Adjustments with auto notification

REAL BENEFITS

  • Increase the level and consistency of service for your clients
  • Minimize of the cost of agent payroll
  • Increase forecast accuracy
  • Optimize schedules
  • Measure and manage schedule cost
  • Increase agent adherence and productivity
  • Increase agent satisfaction
  • Automate processes and produce administrative time savings

LOWER COST OF ENTRY AND LOWER COST OF TOTAL OWNERSHIP
VO Community WFM delivers a COMPLETE solution, no modular pricing:

  • Receive unlimited scheduler, supervisor and administrator licenses
  • Adopt multi-site, virtual site or virtual agent strategies on-demand and out-of-the-box AT NO CHARGE
  • Free full version upgrades included under standard maintenance

LOWER IT FOOTPRINT

  • 100% web-based
  • No third party middleware
  • Virtualized server environment
  • Rapid implementation cycle time
  • Avaya Aura & CMS connectors + over 20 other platforms

INSTALLATION & TRAINING
You’ll be off and running quickly with a proficient understanding of our system. Implementation and training are performed onsite over the course of three visits, where we will train your team using your call data, your agents and shift types in a “live” setting putting you quickly in production. Our low cost deployment model even includes a post training optimization visit for maximum return on investment.

What Our Customers Are Saying...

“We use Virtual Observer’s Dual-Screen capture and audio capture to monitor customer communications with our in-house Customer Service and Technical Support Departments. The evaluation component assists us in improving our customer communications.”