Average Ratings 0 Ratings
Average Ratings 0 Ratings
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
TelStrat WFO delivers top-tier workforce optimization features within an intuitive interface. Effectively engaging and overseeing your teams is crucial for maximizing your most significant investment and surpassing customer expectations. A robust workforce optimization initiative, backed by appropriate software, serves as the solution to these challenges. Serenova provides this solution through both on-premises and cloud-based WFO software. With this system, you can seamlessly and accurately allocate skilled agents to fulfill service level requirements. Additionally, it allows for forecasting future needs and includes user-friendly wizard tools for straightforward predictions. Agents can input their scheduling preferences and track their performance through the My Time web-based agent portal and mobile application. Furthermore, enhancing agent motivation and performance is achievable through the incorporation of gamification elements, fostering a more engaged workforce overall. Ultimately, the combination of these features creates an environment where both agents and customers can thrive.
API Access
Has API
No
API Access
Has API
No
Screenshots View All
No images available
Integrations
No details available.
Integrations
No details available.
Pricing Details
No price information available.
Free Trial
Yes
Free Version
No
Pricing Details
No price information available.
Free Trial
No
Free Version
No
Deployment
Web-Based
Yes
On-Premises
No
iPhone App
No
iPad App
No
Android App
No
Windows
Yes
Mac
No
Linux
No
Chromebook
No
Deployment
Web-Based
Yes
On-Premises
Yes
iPhone App
No
iPad App
No
Android App
No
Windows
Yes
Mac
No
Linux
No
Chromebook
No
Customer Support
Business Hours
Yes
Live Rep (24/7)
Yes
Online Support
Yes
Customer Support
Business Hours
Yes
Live Rep (24/7)
Yes
Online Support
Yes
Types of Training
Training Docs
Yes
Webinars
No
Live Training (Online)
Yes
In Person
No
Types of Training
Training Docs
Yes
Webinars
Yes
Live Training (Online)
Yes
In Person
No
Vendor Details
Company Name
Globitel
Founded
1996
Country
Jordan
Website
www.globitel.com/workforce-management/
Vendor Details
Company Name
Serenova
Founded
2013
Country
United States
Website
www.serenova.com/products/telstrat/
Product Features
Workforce Management
Budgeting & Forecasting
Yes
Contractor Management
No
Employee Lifecycle Management
Yes
Labor Projection
No
Performance Appraisal
Yes
Recruiting Management
Yes
Scheduling
Yes
Skills Tracking
Yes
Time & Attendance
Yes
Variable Workforce
No
Product Features
Call Center
Blended Call Center
Yes
Call Logging
No
Call Recording
Yes
Call Scripting
No
Campaign Management
No
Database
No
Escalation Management
No
IVR / Voice Recognition
No
Inbound Call Center
Yes
Manual Dialer
No
Outbound Call Center
No
Predictive Dialer
No
Progressive Dialer
No
Queue Management
No
Real-time Chat
Yes
Reporting/Analytics
Yes
Workforce Optimization (WFO)
Interaction Analytics
No
Liability Recording
No
Performance Management
No
Quality Management
No
Real-time Guidance
No
Reporting
No
Speech Analytics
No
Surveying
No
Workforce Management
No
eLearning
No