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.
Workforce Optimization is available in packages so that you can choose the features that are most appropriate for your contact center needs and budget. To review a side-by-side comparison of all of the features in all of the packages, see the Package Feature Comparison chart.
Agent Call Recording
This package provides Agent Call Recording features:
- Call recording
- Screen recording
- Real time monitoring
- Encrypted calls
This package includes all of the features available:
- Agent call recording
- Quality monitoring
- Workforce management
Available Stanford Contact Center Service.
Workforce Manager License
The Workforce Manager License includes these features:
- Manager/supervisor access to recordings
- Evaluations, scheduling, and forecasting reports
You must have the Workforce Optimization package to purchase this service.
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.