As the first line of support for existing and prospective customers, Contact Centers are essential for meeting Service Level Agreements (SLAs), improving brand reputation, and increasing customer loyalty. ClickSoftware’s cloud based solution for Contact Centers is an advanced shift planning and scheduling cloud product for even the most complex call centers. It forecasts demand by simulating the Computer Telephony Integration (CTI) process on call data for accurate planning of call types, times, duration, volumes, and customer information.
This intelligence is used in combination with SLAs, business rules, team availability, agent profiles and preferences, risk management, working time regulations, and union agreements to map the most favorable shift patterns and schedule for inbound, outbound, blended and multi-channel contact & call centers.
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