Workforce Management

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Keep Everyone Involved in the Scheduling Process

Enghouse Interactive Workforce Management is delivered using industry-leading solutions, which enables the analysts, supervisors, and agents using your Enghouse Interactive Contact Center to work collaboratively to deliver optimized forecasts and schedules while helping to control costs.

The Workforce Management Practice is structured and expertly staffed to assess and optimize your agent requirements. Powered by a fully integrated communications platform – offering email, SMS text messaging, dedicated agent portals and mobile apps – they ensure that all team members can easily interact with other members and managers to optimize their work schedules within well defined business rules using intuitive self-service tools.

Features and Benefits

Top 9 Benefits of Enghouse Workforce Management

Control Costs & Reduce Operational Risk

Wizard-based forecasting and scheduling

Ensure Accurate Scheduling & Operational Optimization

Automated attendance and real-time adherence monitoring

Promote Productive, Satisfied Agents

Flexible scheduling and individual shift bidding and trading

Plan More Efficiently

Save and reuse an unlimited number of staffing plans

Enhance Staff Efficiency & CX

Skills-based staffing algorithms

Improve Staffing and Scheduling

Fosters collaboration between remote workforce management (WFM) analysts, supervisors, and agents

Save Time and Money

Save and reuse an unlimited number of staffing plans

Real-time Scheduling…No Missed Shifts

Built-in multi-channel communications, including CommunityWFM Everywhere™ mobile app enables agents to view schedules in real-time

Needs-based Solutions

Two solutions – Enterprise and Essentials – to accommodate the needs of many types of workforces, at the right price-point

Partnership

Enghouse Contact Centers integrate and leverage industry-leading Partners to enable you to deliver the customer experience you want…your way!

Deployment Options

Enghouse Interactive solutions offer multiple deployment options

Enghouse Collateral

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Workforce Management (WFM)

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Phone: 1-833-ENG-INTv (364-4688)

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