Best Workforce Optimization (WFO) Software for Make

Dialpad WFM, an innovation stemming from the acquisition of Surfboard, seamlessly integrates native scheduling, forecasting, and adherence tracking with Dialpad Support, eliminating the need for external tools. Its sophisticated forecasting capabilities streamline shift planning and adjust to fluctuating demand, ensuring that staffing strategies keep pace with business dynamics. Real-time schedule adherence tracking allows for the monitoring of agent productivity across all channels, while identifying behavioral patterns that aid in making informed staffing choices. Automated activity rotation promotes a balanced, fair, and diverse scheduling approach, and features like self-service shift swaps and time-off requests empower agents to manage their schedules more effectively. The end result is optimal coverage during peak periods, reduced downtime, data-driven decisions regarding service levels, and a more engaged workforce that experiences lower turnover rates.

Twilio Flex is the programmable cloud contact center platform that gives your company complete control over how, when and what you deploy. Powering over half a million agents today, Twilio Flex is accelerating digital transformation by freeing companies from the limitations of legacy call centers, all on one powerful platform. Flex customers have reported lower handle times by up to 38% after giving agents personalized access to information from multiple backend applications - CRM, payment systems, service ticketing, rewards program, navigation on the web, etc. Unlock hyper-personalization by gathering relevant, contextual information at your agents' fingertips so they can deliver the best customer experience. Find the documentation, sample code, and developer tools needed to tailor the contact center to your unique needs. Whether you're starting an outbound call, initiating a warm transfer, or monitoring agent activity, our guides will provide you the context you need to get the most out of Flex's existing architecture.