Workforce Management
Optimize staffing and scheduling with AI-powered, omnichannel workforce management that’s intuitive and easy to use.
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.
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.
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.
Create customizable dashboards to compare key metrics and visualize performance trends.
Omnichannel support
Generate forecasts and schedules that support your omnichannel workflows.
Generate forecasts and schedules that support your omnichannel workflows.