Broadvoice, an omnichannel contact center platform and unified communications provider, has released an artificial intelligence-infused workforce management tool for its contact center-as-a-service platform to help contact centers optimize agent scheduling and performance.
Businesses can manage operations and teams across locations, time zones, channels, and devices using AI-driven forecasting, real-time analytics, and customizable reporting tools.
The suite of features includes the following:
- AI-powered scheduling, using historical data and predictive analytics to forecast call volumes and schedule agents accordingly.
- Automated staffing adjustments, to automatically shift resources in real time to meet unexpected volume demands.
- Performance analytics, to monitor key performance indicators in real time and over time to identify and address areas of improvement, celebrate successes, and optimize training initiatives.
"At Broadvoice, we're dedicated to providing our clients with the most innovative and cost-effective solutions to manage their contact centers successfully," said João Camarate, chief technology officer of Broadvoice, in a statement. "With our AI-infused WFM solution, businesses can reduce staffing costs and improve service levels even more than before with an easy-to-use forecasting, scheduling, and reporting tool."