Software helps respond to unexpected staff changes.June 5, 2007 -
Designed with features that promote efficient resource use and optimal customer contact experience quality, inContact®/Workforce Management v2.0 assist contact center managers in forecasting scheduling needs and notifying employees appropriately. Tools are included for urgent need handling, forecasting, historical call volumes, forecasting, and online training. With these tools, managers can respond efficiently and immediately to unexpected and unpredictable changes in staffing needs.
(Archive News Story - Products mentioned in this Archive News Story may or may not be available from the manufacturer.)
Original Press release
UCN, Inc.
14870 Pony Express Rd.
Bluffdale, UT, 84065
USA
UCN Releases inContact/WFM 2.0
Major Enhancements Make it Easier for Contact Center Managers to Respond Immediately to Unexpected Changes in Staffing Needs
SALT LAKE CITY, May 7 -- UCN, Inc. (BULLETIN BOARD: UCNN) , provider of all-in-one, off-premises contact center technology services, today announced the addition of several new features to inContact(R)/Workforce Management (WFM). The new features enable more efficient use of resources while improving the customer contact experience. Included in this release are new tools for urgent need handling, additional forecasting tools, historical call volumes for forecasting and online training tools.
Said Paul Jarman, UCN CEO: "We are excited about the progress of our Workforce Management offering, as Release 2.0 introduces a number of new features that further enhance an already powerful set of tools that assist managers in forecasting their scheduling needs and notifying employees appropriately. The new enhancements allow managers to respond efficiently and immediately to unexpected and unpredictable changes in staffing needs and are a great addition to our all-in-one inContact solution."
Among the new features introduced in this release is the "Fill Urgent Need" tool, enabling managers to quickly respond to contact volume fluctuations by either increasing or decreasing the number of employees working during a specified period of time. The challenge managers face in communicating with employees is how to efficiently get the request out and get a response back that allows schedules to be changed on short notice.
With inContact/WFM Release 2, employees can setup their contact method of choice, choosing from one or more methods, such as cell phone, text message or email. This service can be used when requesting short-notice schedule changes, such as working additional hours, staying late, or skipping a scheduled shift because of unforeseen call volume or workload fluctuations.
Other major enhancements available in Release 2.0 include:
o New Forecasting Tools -- Introduced forecast journaling to help end-users document events that affect forecasting and exception handling, allowing end-users to flag actual data that should not be included in preparing the current forecast.
o Historical Call Volume -- allows users to analyze historical contact volumes as part of the forecasting environment which can be viewed by agent skill, campaign, media, inbound/outbound or job group.
o Online Training Videos -- helps users quickly learn or review how to operate the software. These "how to" tutorials are broken down into several components so users are able to learn in short segments as well as go back for a quick refresher course.
inContact/WFM 2.0 is available now to existing customers through a self-checking, upgrade system.
About UCN, Inc.
UCN (BULLETIN BOARD: UCNN) is the leading provider of all-in-one, off-premises contact handling services that improve the customer contact experience and the productivity of those handling the contacts. InContact(R) includes an integrated suite of core contact handling applications, including contact routing, interactive menus, database integration, automated surveys, reporting, monitoring, recording, administration and workforce management applications. InControl(TM) is a unique, rapid application development tool that enables inContact customers to develop highly flexible, customized business contact handling processes in record time. To learn more about UCN visit www.ucn.net.
CONTACT: Jan Johnson, VP of Marketing of UCN, +1-801-320-3263, jan.johnson@ucn.net; or Rod Anderson of SNG PR, +1-801-208-1100, Rod.anderson@sng.com, for UCN
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