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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

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The goalposts, when it comes to top performance, perpetually shift with both advances in technology and changing customer expectations. Plan your next steps strategically with insights from over 1,000 European executives.

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January 6, 2023 2 min The major customer experience trends to watch in 2023 

Customer experience (CX) trends in 2023 will see an acceleration in cloud migration, the mainstream adoption of AI-driven automation applications as well as the recognition of the added value of integrating UCaaS and CRM connectors with CCaaS solutions. Find out more about the main trends in this blog.

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November 24, 2022 2 min BFCM and CCaaS: using Black Friday and Cyber Monday to your advantage

If your brand is looking to maximize its potential revenue during the Christmas shopping season, specifically Black Friday and Cyber Monday (BFCM), combine your planned promotions and delivery options with AI-led, human-like communication with customers to provide so much more than run-of-the-mill CX.

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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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