Workforce Management

Optimize staffing and scheduling with AI-powered, omnichannel workforce management that’s intuitive and easy to use.

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Next generation of Workforce Management

Topaz workforce management solution simplifies the task of ensuring a contact center has the right people available at the right time, across multiple channels, shifts, and types of expertise, to achieve expected service levels. Considering factors such as skill levels, scheduling constraints, demand, and service level objectives, Topaz Workforce Management helps managers easily forecast staffing requirements across all customer-facing inbound, outbound and, blended call center resources.

Workforce Management Solutions Features

Intelligent forecasts

Leverage artificial intelligence to generate extremely accurate forecasts based on historical and real-time data.

Automated scheduling

Automate and optimize the scheduling process based on shift templates, break rules, and agent skills.

Analytics & Insights

Create customizable dashboards to compare key metrics and visualize performance trends.

Omnichannel support

Generate forecasts and schedules that support your omnichannel workflows.

Find out how Topaz can help you.

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