Optimize omnichannel supportFuse contact center infrastructure voice channel with Salesforce digital channels to optimize omnichannel support
Take action in real-timeUse real-time agent adherence statistics to manage your teams as effectively as possible, giving you the best opportunity to meet service levels
Meet your service level goalsProvide the right number of agents, with the right skills to handle predicted call volumes to achieve designed SLAs
A single vendor advantageEnjoy the added benefit of purchasing a complete solution from a single vendor – easier purchasing, simpler supplier management and support model
Workforce management for the modern contact center
Workforce Management (WFM) solutions relay the data you have available and use it to improve the accuracy of your forecasts and create schedules that are just right for your organization and service level goals. Traditionally, WFM solutions meant large upfront costs and ongoing maintenance, but with Vonage Contact Center, you can:
- Remove the upfront costs and burden on IT resources
- Use historical activity to help make better decisions for the future
- Analyze omnichannel data from your contact center infrastructure and Salesforce to create accurate forecasts
- Immediately adjust your schedules to meet your changing needs or respond to the unexpected with intraday tracking of trends
Workforce management features
A single, pre-integrated platform from a single vendor seamlessly connects your WFM and telephony.
Consistently optimize schedules to meet service level agreements.
More accurately predict upcoming traffic by using existing rich data.
Properly staff your team based on accurate forecasting.
Integrating WFM with Vonage allows for greater detail in agent adherence. This highlights who is available to take a call at any point.
Conveniently combine automatic scheduling with accurate forecasting.