SalesTech Star

Elevēo Introduces Multi-Skill Capabilities to Its Commercial WFM Product

Commercial contact centers with 500 or fewer agents now have access to advanced multi-skill forecasting and scheduling functionality with Elevēo’s most recent WFM product enhancement.

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The company’s WFM solution is built on a native cloud platform that can be hosted in the cloud, on-premise or in hybrid architectures. It seamlessly integrates with Cisco UCCE/UCCX, allowing contact center planners to leverage historical call data as they forecast single- and multi-skill staffing coverage needs. Additionally, the product supports multiple queues, automated synchronization of agents and an agent portal for schedule-related email notifications and i-calendar integration. Elevēo WFM provides APIs and manual call history upload features for companies using spreadsheets or other systems for forecasting and scheduling.

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The Cisco integration and an intuitive, drag-and-drop user interface help contact center supervisors improve forecast accuracy, streamline schedule builds, test scenarios for the impact on schedules and quickly adjust schedules to changing conditions, such as an unanticipated agent absence. “As soon as we started using Elevēo WFM, we identified shift coverage problems for specific periods of time where we were over or under-scheduled. We fixed those periods by adjusting shifts on a new single schedule for both teams using the forecasted data. Elevēo WFM cut our time to build schedules in half” – David Mayerchin, Director of Support Services, Resource P.O.S.

Barry Williams, Elevēo’s VP of Product and Marketing, views the new multi-skill scheduling feature as just the latest in the company’s ongoing effort to provide world-class WFM to commercial contact centers now using spreadsheet-based scheduling and which may lack adequate forecast capabilities.

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