Contact Centre

Workforce Optimisation

Workforce optimisation solutions give contact centre managers the tools to effectively manage and monitor the performance of their operations. Organisations can capture and analyse customer interactions, uncover business trends, discover the root cause of employee and customer behaviour, and make decisions that impact the quality and efficiency of customer service. In fact, workforce optimisation can help organisations improve workforce performance and optimise service processes beyond the contact centre, extending into branch and back-office operations.

ONI work with a number of partners including Verint who are a leading supplier of workforce optimisation and management tools including call recording and monitoring.