UNPLANNED EVENTS REQUIRING CONSTANT TEMPORARY CALL ROUTING ADJUSTMENTS?
Enable your intraday performance team to directly address unplanned events
without outside IT assistance
Effortlessly manage your workforce with our
omnichannel ready cloud-based tools
Introducing our Omnichannel
Workforce Management Tool
Adapt to any customer demand with ease. Our cloud-based tools let you manage your workforce effortlessly by temporarily adjusting skill assignments and automatically reverting back these changes to their original state.
Reliance on IT Support Services Significantly Reduced
Efficiently manage your workforce and reduce operational costs
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Our tool enables your workforce management team to make intraday adjustments autonomously, significantly reducing the reliance on IT resources. With this ability to quickly and easily adjust the skills assignments of call takers, contact center managers can better optimize their workforce to meet the needs of customers without overburdening their IT resources.
Providing autonomy to the operations team improves customer satisfaction, reduces the costs associated with maintaining a large telephony infrastructure, and allows the operations team to control their destiny. Our tool enables the contact centers to achieve greater efficiency, better resource management, and a higher level of customer satisfaction.
AI Enhanced Operational Dashboard
Full transparency of contact center performance KPIs
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This dashboard offers a comprehensive solution for overseeing inbound call service levels and notifies the operations teams when specific service level criteria require their attention. With the tool's 'Single Pane of Glass' feature, you can easily view and manage all of your call flow patterns in one place.
This feature provides a seamless experience for workforce and operations teams, allowing them to quickly adjust the skill assignments of call takers in response to changing business needs. With OpsTel's Temporary Queue/Skills Management tool, you can streamline your workforce management process, increase efficiency, and ensure that your customer service operations are always running smoothly.
Streamlining the process of managing your workforce by eliminating the need for multiple tools and interfaces provides you with a centralized location to make real-time changes to staff skill assignments. With this tool, you'll save time and resources and reduce the likelihood of errors or confusion that can occur when juggling multiple systems.
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