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Leverage the leading workforce management software solutions

Seamlessly integrate leading workforce management software solutions to ensure your contact center has the right number of people with the right skills at the right time.

Optimize contact center performance with workforce management software solutions

Get great results from your agents:

  • Increase productivity by making more efficient use of your agents’ time and improving schedule adherence.
  • Reduce time spent planning by deploying a single multi-channel, multi-site scheduling software solution.
  • Improve customer satisfaction by ensuring you have sufficient agents available for peaks in interaction traffic.
  • Enhance agent experience by giving them choice and diversity in their tasks and enabling shift swapping.

Master the workforce management equation with software solutions

Balancing quality objectives, operational constraints, agent skills, and interaction demand is a complex and constantly changing equation. Get the insights and control you need to achieve the best outcomes for your customers and agents, with Odigo workforce management software solutions.

End-to-end workforce management software solutions for your contact center

Agent management

A single solution for managing employee profiles, work rules, skill profiles, work preferences, legal constraints and shift swapping between agents.

Forecast management

In-depth views of multichannel traffic history, forecasting by activity or skill, special event tags and weekly volume assessments.

Planning management

Multichannel planning (monthly, weekly, daily) with a multi-site management option, scenario simulations and mobile apps for agents.

Monitoring

Fast insights into agent activity and multichannel adherence, projections, KPIs and enable statistical analysis (net staffing, average handle time (AHT), quality of service (QoS) and more).

Odigo partners with Verint, a global leader in quality management software

Verint

Odigo works with Verint to provide you with workforce optimization (WFO) solutions that enhance your contact center performance.

Leveraging workforce management software with Odigo

Workforcement management software solution insights

September 21, 2022 3 min 89% of business leaders across Europe say investments in AI for CX have paid off

2022 research commissioned by Odigo sees overwhelming support for the claim that AI investments improve the customer experience. The vast majority of respondents also stress that AI is a long-term investment and takes time to properly integrate and deliver maximum ROI.

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August 10, 2022 3 min Why your contact center should be including WhatsApp in its omnichannel strategy 

WhatsApp Business has emerged as a method of brand communication that has a high open rate compared to email, works more rapidly, and targets multiple points of the customer journey. It delivers interactive options for customers that add value and targets them on a familiar channel, which is why WhatsApp is an indispensable addition to contact center solutions.

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August 2, 2022 3 min How do outbound call regulations help deliver value to customers?

Outbound calls can be a great way for organizations to reach out and build loyalty or anticipate and provide for potential customer needs. However, some outdated practices have created negative associations for customers. As a result, guidance and outbound call regulations have been developed both for the purpose of protection and to steer contact center best practices. What do organizations need to consider when using outbound calls to deliver additional value to customers, and how does geographical location affect that?

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See how Odigo integrates with workforce management software

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  • Reduced wait times
  • Improved agent experience
  • Increased efficiency
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