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Average Ratings 0 Ratings

Total
ease
features
design
support

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Write a Review

Description

AgentTime™ is a user-friendly and cost-effective software solution designed for managing call center staffing. With the capabilities of AgentTime, users can seamlessly import their anticipated call volumes and average call durations segmented by time intervals. The software then generates optimal weekly schedules tailored for various groups of agents. Included in AgentTime are Portage’s advanced Call Center Designer and SimACD staffing tools, which work together to identify the ideal number of agents needed for each time segment throughout the week. The Call Center Designer employs well-established Erlang-C formulas to forecast staffing needs and other key performance metrics for every period of the workday. Following this, SimACD fine-tunes those projections, enabling users to experiment with different agent counts in a simulated automatic call distributor (ACD) prior to finalizing the schedule. Plus, the software features an intuitive user interface that simplifies the process of crafting weekly schedules, making it accessible for managers at all levels. This streamlined approach not only enhances efficiency but also optimizes agent productivity and customer service outcomes.

Description

Phone conversations are a more common channel for companies to communicate with customers than any other channel. This is a goldmine of untapped information. Listening to every customer call can be costly, time-consuming, and not practical. Only a small percentage of calls are reviewed. These voice interactions allow you to hear the real voice of your customers and get to the bottom of their concerns. Our highly accurate and automated speech-to text transcription can transform unstructured voice data into transcripts which can be integrated into analytics platforms. Voci allows you to improve agent quality Monitoring, Enhance the Customer Experience, Extract Competitive Intelligence and Ensure Compliance

API Access

Has API

API Access

Has API

Screenshots View All

Screenshots View All

Integrations

QEval

Integrations

QEval

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

Portage Communications

Website

portagecommunications.com/call-center-scheduling-software/

Vendor Details

Company Name

Medallia

Founded

2001

Country

United States

Website

vocitec.com

Product Features

Workforce Management

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

Workforce Optimization (WFO)

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

Product Features

Speech Analytics

Automatic Transcription
Call Center Management
Call Recording
Customer Experience Management
Data Security
Natural Language Processing
Predictive Analytics
Self-Service Search
Sentiment Analysis
Surveys & Feedback

Speech Recognition

Audio Capture
Automatic Form Fill
Automatic Transcription
Call Analysis
Concatenated Speech
Continuous Speech
Customizable Macros
Multi-Languages
Specialty Vocabularies
Speech-to-Text Analysis
Variable Frequency
Voice Recognition

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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