Workforce Management
Forecast, Schedule & Monitor
Forecast interactions, automatically generate schedules, and gain the ability to monitor in real-time giving insight to everyone from the agent to the supervisor.
Features
Advanced AI-powered quantile forecasting & reporting.
Real-time Monitoring
Gain real-time insights into workforce and operational efficiencies of the contact center by monitoring agent performance in real-time including agent productivity, adherence, and service levels.
Advanced Forecasting
Forecast interaction volume and staffing needed, taking into account desired service levels and staffing characteristics and using AI/ML forecasting algorithms.
Scheduling & Reporting
Generate schedule forecasts of staffing needed and working hour preferences of individual agents, and then quickly publishing these to the agents.
SuccessKPI Benefits
Dedicated Customer Success
SuccessKPI’s business outcome discovery process and agile interface allows you to maintain everything you need for migration while leaping ahead with new insights and action.
Business User-friendly Interface
Easy to use, intuitive and inviting product interface–which makes complexity accessible.
Quantile Forecasting
Forecast at median probabilities or at probabilities that may lead to over forecasting or under forecasting based on your business needs.
Integrated 360-view
Real-time and historical analytical insights on the health of the entire contact center, fully integrated with SuccessKPIs powerful analytics platform.
“Bringing SuccessKPI on board was one of the easiest implementations I have experienced. On day 1, we were able to start listening and scoring calls. It was as if someone turned the data lights on for Edcor.” — Terry Lang, Director of CX at Edcor
“At Maximus, we are constantly looking for new ways to innovate and improve the Citizen Journey and contact center experience. SuccessKPI allowed us to deliver increased capacity, automated quality review, and agent compliance and performance improvements for government agencies.”
Secure
Automatic PII Redactions, Built-in Risk-Mitigation Features
Compliant
Third party certified PCI, SOC2, HIPAA, GDPR, CCPA, LGPD compliant
Reliable
100% Uptime
Fast
Set-up in minutes
Scalable
1000, 10,000 or 100,000+ agents
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