The cost impacts of overstaffing and/or overtime can be as much as 20% of a company’s operating budget. Additionally, there are other factors that can be more efficiently managed with a workforce solution...
Phoenix, AZ (PRWEB) January 17, 2012
Today Enghouse Interactive, provider of the CallRex™ suite of IP call recording and contact center optimization solutions, announced the release of a new CallRex Workforce Management™ solution. A ground-up product build, CallRex Workforce Management software is designed specifically to address the needs of small- to medium-sized businesses. Labeled as a 4.0 version to match the complementing products in the CallRex Quality Management Suite, CallRex Workforce Management is the perfect solution to enable organizations to graduate from the manual and inefficient methods used to predict and schedule complicated workforces.
“There is a tremendous amount of operational waste that takes place in call centers of all sizes due to poor scheduling,” says Bruce Sherman, product manager for Enghouse Interactive. “The cost impacts of overstaffing and/or overtime can be as much as 20% of a company’s operating budget. Additionally, there are other factors that can be more efficiently managed with a workforce solution like CallRex, that can improve agent schedule adherence, productivity, management time efficiency, turnover rates, and staff morale.”
The CallRex Workforce Management solution was designed to overcome the challenges that companies face with other workforce management offerings in the market. The CallRex solution is far less complicated to adopt and learn, allowing for a faster return on investment. Each of the user interfaces were created for real business managers who want to quickly and clearly build forecasts and schedules, and measure real-time results and the impact of fluctuating schedules and customer activities.
CallRex Workforce Management software includes key features that are essential to businesses:
- Powerful and reliable forecasting modeling options
- Real-time adherence and schedule views
- Multi-channel, multi-location forecasting
- Multi-skill grouping and scheduling
- Customizable KPI and adherence guidelines
- Intraday management
- Reporting and dashboards
- Performance alerting
Version 4.0 of CallRex Workforce Management includes various integration options, allowing customers to leverage the real-time and historical data in their call center solutions. The CallRex solution can be configured to integrate with call center solutions such as Syntellect CIM and many other products on the market.
To learn more about how your business can benefit from CallRex Workforce Management software, call 425.827.6156 x2 or visit http://www.telrex.com/workforce_management.htm.
About Enghouse Interactive
Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. The company develops the world's most comprehensive portfolio of interaction management solutions, spanning structured, unstructured and self-service interactions. Core technologies include contact center, attendant console, IVR and call recording solutions that support any telephony environment, on premise or in the cloud.
Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 600 dedicated staff across the company’s 16 international operations.
Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol "ESL." Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including Arc, CosmoCom, Datapulse, Syntellect, Telrex and Trio. Learn more at http://www.enghouseinteractive.com.
About CallRex Software
The CallRex software suite, part of the Enghouse Interactive family of interaction management solutions, is an IP call recording and contact center optimization software suite. CallRex software offers affordable access to call recording technologies, supporting IP telephony systems, VoIP softswitches and unified communications solutions from Cisco, ShoreTel, Microsoft Corp., Mitel, 3Com/HP, Avaya, BroadSoft, Digium | Asterisk, and more.