Workforce Management built for today’s world.
Ensuring you have the right number of people to answer your customer queries is a complex challenge. Tools built decades ago, for a single channel world simply don’t work in today’s modern omnichannel teams.
QContact’s WFM solution is built from the ground up to be both ready for the omnichannel contact centre, but also with understanding of how Agentic AI and Automation can efficiently reduce demand on human operators.
Powerful Forecasting
Using the latest in forecasting data science, we accurately forecast demand.
AI Scheduling
We automatically find the optimal solution across billions of combinations to hit your SLAs with the minimum number of staff.
Real-time Adherence
We track adherence to schedule in real-time giving you instant visibility.
Integrated Reporting
Our report suite gives you deep insights into violations and adherence thresholds.
Forecasting that learns
By being natively integrated into the platform, our WFM Forecasting takes your real data and accurately builds forecasts considering both real-time vs non-real-time channels and your levels of AI automation.
With over 12 different forecasting AI models to choose from including some of the most cutting-edge research from the likes of Meta and Amazon, our intelligent algorithms will select the most appropriate model for your specific data.
Finding the perfect schedule
Our WFM can both allow manual scheduling as well as fully automated schedule building. Searching billions and billions of combinations to find the optimal solution to even the hardest of scheduling challenges, we ensure you hit your target SLAs with the minimum number of staff. You can easily then adjust predictions or individual schedule decisions to meet the needs of your particular business.
By being natively integrated into the QContact platform, we automatically sync and understand skill sets, channel volumes, opening hours, SLAs and more. No more worry about differences in data.
Rich Reporting
From supervisor dashboards, adherence levels, to violation reporting – everything is built-in and integrated. No more comparing data between systems – rich reporting is built-in and real-time.
We also expose all your data through easy to use APIs, giving you the ability to build powerful BI dashboards across your systems.
