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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

August 31, 20213 min ISO 27000: why data security requires continuous improvement

When choosing a Contact Center as a Service (CCaaS) solution, the importance of data security cannot be overstated. ISO 27000 is more than a certificate; it’s a comprehensive data security framework that fosters continuous improvement. Learn how ISO 27001 helps protect your data.

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August 24, 20212 min Should your contact center offer video chat?

Video conveys more information than any other medium. It isn’t ideal for every request, but for contact centers that want to provide detailed instruction or strengthen relationships with customers, video chat provides unparalleled capabilities.

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August 3, 20213 min Instant messaging is now essential to brand communication strategy

Just a few years ago instant messaging (IM) was viewed as an optional feature, only utilized by the most forward-thinking contact centers. Today it’s an indispensable channel in any brand communication strategy. What has led to IM’s popularity and how is it changing customer experience?

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See how Odigo integrates with workforce management software

  • Reduced wait times
  • Improved agent experience
  • Increased efficiency
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