High motivation and satisfaction of the employees are an essential success factor in the Contact Center. The best possible consideration of the wishes of the customer advisors and an optimal transparency of the data important to them (shift planning, working time account, vacation, etc.) therefore have a special significance within opcycWFM.
Personnel resource planning in the call center takes place in a highly complex environment. The expected workload must be covered in the best possible way, without employing too many employees and thus causing unnecessary costs. At the same time, the working time wishes and availability of the customer advisors, their skills and qualifications as well as legal or contractual restrictions must be taken into account.
With a large range of functions, clear administration is particularly important. In the AdminCenter, the master data and parameters of all work modules are administered simply and conveniently - no matter whether it is about production projects, authorizations or employee information.
To have a complete overview of the available production resources at all times is indispensable for the challenges of day-to-day business. The TimeTable not only offers a clear overview of the current personnel deployment planning, but also provides all other important information required for optimal control and personnel management in real time.
opcycWFM - YOUR Workforce Management
opcycWFM performs significantly better than other WFM systems. opcycWFM is the most operational, configurable and best priced WFM suite on the market. You do not simply get a WFM tool, but your WFM suite for your company and this already by configuration and not only by expensive customising. Why should you also customise your company to a software? opcycWFM is available as On Premises Solution and as Cloud Computing Service. opcycWFM has been developed from the perspective of intelligently managed optimised operations and combines this approach with the glasses of the responsible management of customer service centres. And also because opcycWFM is the only WFM suite on the market that was developed from Operations, the wishes and concerns of your employees are equally important.
Only with the full integration of time-management data can a personnel planning and control solution achieve optimum results. The consideration of working time balances improves resource planning, the electronic processing of absenteeism reports reduces manual effort and the constant availability of time-management plan and actual data increases transparency and control efficiency.
Of course, opcycWFM must also face competition as a matter of principle. No problem: With a total of 6 functional areas, not only tasks such as forecasting, shift planning and shift staffing are covered, but of course all the essential processes that characterize the daily operations of customer service centers. This includes intraday control as well as an employee portal.
Especially in the contact center business a very detailed reporting is indispensable. In order to be able to work particularly flexibly and efficiently, opcyc WFM works with an integrated data warehouse in which relevant data from external systems (ACD, payroll, etc.) connected via a powerful integration layer is stored.
opcycWFM is available at monthly rental costs both as an on-premises and a cloud solution. opcyc WFM is a high-performance WFM suite in the BASE and PLUS versions with a range of functions comparable to those offered by competitors - in terms of performance they already stand out. The functional and performance range of the PRO version is even higher. The price/performance ratio of all versions is unrivalled!