The Power of Intraday Automation

The Power of Intraday Automation

Solve real-time contact center challenges using advanced automation to trigger real-time actions based on business rules you define.

These are just a few of the solutions our customers have developed to their most common challenges. With the power and flexibility of the rules engine, you can easily create your own solutions and unlock the value of your data.

EMPLOYEE EMPOWERMENT

Deliver the control and flexibility that employees covet and expect.

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Proven Platform Supports a Wide Range of Cost Reduction & Productivity Improvement Use Cases

Proactively Reduce Contact Center Volume

Reduce calls and increase savings.

Targeted Training to
Improve FCR

Prepare agents to better assist customers and resolve
issues on the first call.

Proactive Outreach to
Customers

Take a preemptive approach to  
reducing repeat callers.

Real-Time Results. Powerful Impact.

Intraday automation uniquely improves all key cost and productivity drivers in your contact center

Targeted Training to Improve FCR

If an agent has low FCR scores, then automate delivery of targeted FCR training during idle time. Improve customer satisfaction without jeopardizing service levels.

IMPROVE FCR

Proactive Outreach
to Customers

Use idle time to proactively reach out to customers when you know they are going to be calling you.

REDUCE REPEAT CALLERS

CUSTOMER SUCCESS STORIES

Get a Handle on Handle Time

Provide great service by ensuring agent time is spent wisely. Reduce AHT and increase savings by using real-time rules to manage talk time, hold time, and time spent in ACW.

Targeted Training to
Improve Handle Time

Prepare agents to better assist customers and resolve
issues on the first call.

ACW
Assistant

Agents stuck in ACW? Prompt them
back to the phone.

Real-Time Results. Powerful Impact.

Intraday automation uniquely improves all key cost and productivity drivers in your contact center

Targeted Training to Improve Handle Time

Enable real-time intervention by delivering performance-based training in real-time targeting specific improvement opportunities.

AHT IMPROVEMENT

Move Agents through ACW Faster

If an agent spends too much time hiding out in ACW, then trigger a prompt to check if they need help. If they respond “no”, then remind them to wrap up and return to assisting customers.

ACW ASSISTANT

CUSTOMER SUCCESS STORIES

The Best Way to Shrink Shrinkage

Make idle time productive and reduce costs.

Agent
Coaching

Give supervisors more opportunities
to coach agents.

Training &
Off-Phone Tasks

Invest in agent performance by sending the training they need and managing call fatigue.

Break, Lunch &
Shift Assistant

Help agents better adhere to
their schedules.

Real-Time Results. Powerful Impact.

Intraday automation uniquely improves all key cost and productivity drivers in your contact center

Empower agents through more timely coaching

1:1 coaching is important for employee development but often gets rescheduled.  Show employees their development is a priority by automatically prompting coaching sessions during idle time.

1:1 COACHING

Don't let agents miss critical updates & communications

Volume naturally fluctuates. Leverage real-time automation to use idle time to deliver updates, communications or other off-phone work to your agents.

TRAINING & OFF-PHONE TASKS

Schedule Adherence Made Easy

Use real-time automation to ensure agents remain on schedule. Proactively prompt agents into their lunch, break, or end-of-shift before a long call creates an adherence issue. 

BREAK, LUNCH & SHIFT ASSISTANT

CUSTOMER SUCCESS STORIES

Leverage Automation to Improve Occupancy

Yes, occupancy can be improved. No, it won’t burn out your agents.

Maintain Service Level
for all Channels

Automatically update agent to
channel association.

Voluntary Overtime
Voluntary Time Off

Automate how and when you adjust staffing levels to match volume.
Real-time adjustments generate the most savings.

Real-Time Results. Powerful Impact.

Intraday automation uniquely improves all key cost and productivity drivers in your contact center

Streamline Omnichannel Service Delivery

Omnichannel service delivery has become increasingly complex. Let real-time automation react to volume fluctuation by balancing resources across channels to maintain service levels.

CHANNEL BALANCING

Automatically 
Administer VTO & VOT

Volume dictates the need for staffing adjustments. Real-time automation takes the burden off WFM by eliminating manual VTO and VOT processes.

VOLUNTARY OVERTIME & VOLUNTARY TIME OFF

CUSTOMER SUCCESS STORIES

The Ultimate Way to Develop &
Empower Your Agents

Keeping your agents happy and engaged doesn’t have to be difficult. Real-time automation gives your workforce the tools they need to succeed.

Dynamic Development

Take advantage of idle time to develop better equipped employees.

Agent Mobile

Empower employees with schedule
flexibility.

Surprise break

Reward your employees'
performance.

Real-Time Results. Powerful Impact.

Intraday automation uniquely improves all key cost and productivity drivers in your contact center

Don't Leave Agents Unequipped

Training is crucial but often falls to the wayside. Intraday automation sends training directly to agent desktops during idle time, ensuring your team receives the development they need to thrive, without impacting service levels.

DYNAMIC DEVELOPMENT

Improve Employee Empowerment

Today’s workforce values schedule control, flexibility and simplicity. Empower your employees with “on the go” schedule flexibility via a mobile app while still balancing the needs of your business.

AGENT MOBILE

Recognize Agent Achievements

Agents appreciate being recognized for good performance. Don't miss the chance to deliver a reward.

SURPRISE BREAK

CUSTOMER SUCCESS STORIES

Infinite Possibilities

START REAL-TIME SAVINGS

Power and flexibility to modernize your contact center and create lasting impact for your business.