Skip to content Skip to site navigation Skip to service navigation

Contact Center Workforce Optimization Service

Overview

University IT (UIT) is pleased to offer contact centers a single, unified, enterprise-wide workforce optimization (WFO) solution. Workforce Optimization offers organizations a comprehensive way to capture, evaluate, manage, and analyze customer interactions. With this information, you can enhance the quality of customer interactions, improve internal processes, boost employee productivity, and schedule and deploy staff in the most efficient manner.

UIT has partnered with Verint Systems to provide workforce optimization software that combines recording, quality management, and other contact center technologies into one console to oversee contact center performance. Additional features offer the ability to plan, forecast, and optimally schedule employees to align to fluctuating workloads. This solution is available in packages so that you can choose the features that are most appropriate for your contact center needs and budget.

Service packages

Agent Call Recording

This package provides Agent Call Recording features:

  • Call recording
  • Screen recording
  • Real time monitoring
  • Encrypted calls

Available when using Avaya Contact Center.

Learn more about Agent Call Recording

Agent Call Recording and Quality Monitoring

This package includes Agent Call Recording features, plus the Quality Monitoring features:

  • Quality monitoring
  • Coaching
  • Evaluations
  • Quality assurance

Available when using Avaya Contact Center.

Learn more about Quality Monitoring

Workforce Management

This package provides Workforce Management features:

  • Scheduling and forecasting
  • Time off manager
  • Adherence management
  • Intra-day performance management
  • Performance management based on Key Performance Indicators

Available when using Avaya Contact Center.

Learn more about Workforce Management

Workforce Optimization

This package includes all of the features available:

  • Agent call recording
  • Quality monitoring
  • Workforce management

Available when using Avaya Contact Center.

Learn more about Workforce Optimization

Workforce Manager License

The Workforce Manager License includes these features:

  • Manager/supervisor access to recordings
  • Evaluations, scheduling, and forecasting reports

You must have one of the other Workforce Optimization packages to purchase this service.

Learn more about Workforce Manager License

Get started

To request that a UIT staff member contact you to provide more service details, discuss your needs, and help you implement the service, submit a Help request.

Last modified August 24, 2017