OneContact WorkForce Optimization

OneContact Workforce Optimization is a management suite designed to manage the day to day activities of the contact center’s while enhancing its productivity.

JUST NEEDS TWO WORDS TO DEFINE OUR WFO – EFFECTIVENESS AND EFFORTLESS.

You can also schedule timetables, breaks and vacations intelligently, ensuring more efficiency with less costs.

OneContact WFO has three types of users: Admin, Supervisor and Agent. Each one has access to a different set of modules.

Managing your contact center is easy with OneContact WFO modules. Use them to make the most of the human resources and boost results! Empower your employees to achieve KPIs and strategic goals and turn complex operational data into visible, actionable insights.

One platform, 5 modules

Forecast

Generate forecasts based on historical data or on an imported file.
The forecasts estimate Demand, Average Service Time, Average Handling Time and many more indicators.

Plan

Import the forecasts generated with OneForecast to generate schedules adapted to your rules and your agent’s availability.

Administration

The admin control center for OneContact WFO.
Manage shifts, teams, services, set constraints and approve/reject vacations for agents.

Monitor

Keep track of all Contact Center’s activities with advanced and real time reporting for the entire Workforce.

My Schedule

Daily interface for agents and supervisors. Agents can view schedules, working hours and KPIs, set schedule constraints, vacations, ask for shift exchanges and send messages to their supervisors.

KEY BENEFITS

Operational Efficiency

Resources are planned and managed according to service levels, assuring more productivity with less costs

Fully Integrable

with third party solutions

Advanced Reporting Features

with monitorization in real time

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Av. D. João II, N. 43, 4th floor, Parque das Nações

1990-084 Lisbon, Portugal

PT +351 210 927 840 

UK +44 2037 501244

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