inContact, a Salt Lake City-based call center software provider, today launched a cloud workforce optimization (WFO) solution for small and medium-sized businesses (SMBs).

The new solution, Discover WFO Suite, is integrated with inContact's Workforce-Intelligent Contact Center software and designed to help SMBs bolster their customer service levels.

"Contact centers of all sizes need workforce optimization to deliver the highest levels of customer service in an increasingly complex, multichannel world. We see tremendous opportunity for mid-sized contact centers (between 25-150 seats) to get the benefits of a complete workforce optimization suite in an agile, easy-to-use cloud solution. We also recognize that different companies will want to focus on different areas of WFO, so we have created a flexible, modular solution," an inContact spokesperson told Talkin' Cloud.

inContact said the Discover WFO Suite provides:

  • Desktop analytics
  • Performance management
  • Quality management
  • Speech analytics
  • Survey tools
  • Workforce management 

"Today's contact centers have a myriad of pressures and complexities, but often have less staff [and] tight budgets and need a simpler, more integrated approach," inContact CEO Paul Jarman said in a prepared statement. "Discover WFO is an agile and cost-effective solution that is easy to customize and manage to meet the changing needs of today's contact centers."

How does the Discover WFO Suite work?

The Discover WFO Suite works with Workforce-Intelligent Contact Center to help SMBs bolster their customer satisfaction levels, according to Jarman.

Workforce-Intelligent Contact Center "eliminates manual interventions and inefficient processes by integrating contact center infrastructure and WFO systems," inContact said, and enables SMBs to spend less time manually checking call center agent performance and adjusting assignments.

SMBs can use this solution in conjunction with the Discover WFO Suite to streamline their contact center operations.

"The automated actions in the inContact Workforce-Intelligent Contact Center give time-strapped managers the power to build rules that automatically adjust contact routing based on changing conditions in agent quality and performance, delivering best possible customer engagement with every interaction," Jarman said.

inContact said roughly 85,000 call center representatives currently use its cloud-based software, and this call center solutions provider is focused on innovation going forward.

"Over time, using WFO tools such as quality management and speech analytics helps contact centers improve the quality of service they can provide," an inContact spokesperson said. "inContact will continue to innovate on both the contact center core platform and workforce optimization to help streamline operations, to empower contact center agents and to leverage technology to create standout moments for customers."

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