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Average Ratings 0 Ratings

Total
ease
features
design
support

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Write a Review

Description

Organizations can gain insight into the activities of their agents and the methodologies implemented to perform those tasks. Globitel’s Workforce Management software provides an intelligent array of tools designed to enhance productivity within call center operations and monitor adherence in real-time. This is accomplished by effectively optimizing workforce resources through precise forecasting, which leads to the creation of a more streamlined schedule. By balancing the availability of skilled agents with the predicted traffic during different times of the day, this optimization ensures that service levels are met while minimizing any underutilization, thereby boosting efficiency and preserving agent satisfaction. Furthermore, Globitel's Workforce Management software includes advanced modules for smarter workforce management, encompassing key functions such as scheduling, forecasting, real-time monitoring, and oversight of operational metrics like call volumes, handling times, and agent shifts. Additionally, the software's flexibility allows for rapid adjustments to be made in response to fluctuating demand, ensuring that call centers can adapt effectively to any situation.

Description

Inteam is an all-encompassing workforce management platform tailored for contact centers, enhancing team planning and operational effectiveness by synchronizing agent schedules with anticipated workload across various communication channels. It employs sophisticated algorithms that analyze historical interaction data to create exceptionally precise demand forecasts, accurately determining the necessary number of agents and hours to achieve service levels with over 95% precision. Leveraging these forecasts, Inteam seamlessly organizes and schedules shifts while taking into account labor laws, employee preferences, vacations, holidays, and fluctuations in demand, thus promoting an equitable distribution of workloads during both peak and off-peak times. The platform accommodates multichannel environments by allocating interactions to agents based on their skills and the demands of service needs, while also facilitating centralized oversight of schedules, absenteeism, training sessions, and internal activities. Consequently, this comprehensive approach not only maximizes efficiency but also enhances agent satisfaction and service quality within the contact center.

API Access

Has API

API Access

Has API

Screenshots View All

Screenshots View All

Integrations

Inagent
Inconcert
Inconnect
Infunnel
Inspeech

Integrations

Inagent
Inconcert
Inconnect
Infunnel
Inspeech

Pricing Details

No price information available.
Free Trial
Free Version

Pricing Details

No price information available.
Free Trial
Free Version

Deployment

Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook

Deployment

Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook

Customer Support

Business Hours
Live Rep (24/7)
Online Support

Customer Support

Business Hours
Live Rep (24/7)
Online Support

Types of Training

Training Docs
Webinars
Live Training (Online)
In Person

Types of Training

Training Docs
Webinars
Live Training (Online)
In Person

Vendor Details

Company Name

Globitel

Founded

1996

Country

Jordan

Website

www.globitel.com/workforce-management/

Vendor Details

Company Name

Inconcert

Founded

2001

Country

Spain

Website

www.inconcertcx.com/en/products/inteam

Product Features

Workforce Management

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce

Product Features

Workforce Optimization (WFO)

Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning

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