Contact Centers
Workforce Management Solutions for Contact Centers
What is it?
Non-uniform (seasonal or time-varying) load distribution is one of the most common problems related to contact center operation, with agents often being idle during slower periods and busy or unavailable during peak hours. Workforce Management (WFM) solutions for contact centers help to resolve this issue.
CROC’s Services
CROC implements workforce management solutions on IEX TotalView and Teleopti CCC technology platforms. Our workforce management solutions enable:
- Planning of contact center agent workload (short- and long-term)
- Creation of agent work schedules
- Agent activity monitoring and reporting
- Distributed contact center management from a single location
As a result, WFM systems can reduce labor costs and personnel turnover as well as improve overall customer satisfaction.
Telecom Expense Management Systems
What is it?
Telecom services constitute a considerable expense. Telecom Expense Management (TEM) solutions can bring substantial savings to many types of organizations. Rich functionality allows for the optimization of telecom services and increases profitability.
CROC’s Services
- CROC implements TEM systems using Teleopti Pro products. The functionality of the system allows clients to:
- Collect call statistics
- Analyze the volume of calls through the existing IP platform
- Prepare reports on incoming, outgoing and internal calls
- Monitor trends and call-handling dynamics
- Estimate average call duration
- Search for specific calls and much more
