Workforce Optimization and Workforce Management Integration

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Analyze Interactions and Schedule Accurately

Bright Pattern’s workforce optimization (WFO) and workforce management (WFM) integrations can increase efficiency in your contact center through accurate forecasting and agent scheduling. Workforce optimization is crucial for contact centers that want to maximize the performance of their agents, as well as ensure quality and consistency in customer service. Workforce optimization also lowers agent turnover rates by empowering agents, which is increasingly important in an industry with one of the highest turnover rates.

Forecast Scheduling

Utilize WFM and WFO integrations with advanced algorithms to get the most accurate schedule optimization in your contact center. Save the time needed to manually create agent schedules and deal with agent work preferences. Workforce management analyzes call volumes and automatically schedules them to ensure that all calls are handled by the appropriate agents who have the correct skills to handle the job.

Quality on 100% of All Interactions on All Channels

Ensure high customer satisfaction in 100% of all interactions on all channels. Being based on a single unified architecture and integrating best-of-breed artificial intelligence for automation, Omni QM enables call center managers and supervisors to monitor agent activity and ensure consistently excellent customer interactions. Combine Omni QM with your WFM or WFO integration for impeccable customer service.

Empower Agents

Agents are accurately scheduled and customer call volumes can be accurately forecasted to maximize agent efficiency. Whether the channel is voice, video, email, chat bot, SMS, text messaging, messaging apps, or more, your WFO/WFM tools can help motivate agents to resolve calls, get more creative in finding solutions, and be more willing to improve their own knowledge and customer relationship skills. Reduce turnover rate and retain veteran agents.

WFO/WFM Integration Partners

Pipkins

Pipkins’ systems forecast and schedule more than 300,000 agents in over 500 locations across all industries worldwide. Our early associations with British Telecom and AT&T Network Systems United Kingdom helped establish Pipkins at the forefront of the demanding operator services industry.

NICE

NICE WFO solution enables companies to improve customer satisfaction rating by identifying performance gaps, delivering coaching, providing advanced scheduling and forecasting, and improving overall agent performance and productivity.

Aspect

Aspect WFO solution has increased productivity for millions of agents worldwide. The solution enhances the work lives of supervisors and agents through real-time coaching, accurate forecasting, quality, and performance management tools.

Monet

Monet’s WFO Suite improves contact center service levels while reducing center costs with affordable and easy to use cloud WFO software for workforce management, quality monitoring, analytics, and performance management.

Pipkins

Pipkins’ systems forecast and schedule more than 300,000 agents in over 500 locations across all industries worldwide. Our early associations with British Telecom and AT&T Network Systems United Kingdom helped establish Pipkins at the forefront of the demanding operator services industry.

NICE

NICE WFO solution enables companies to improve customer satisfaction rating by identifying performance gaps, delivering coaching, providing advanced scheduling and forecasting, and improving overall agent performance and productivity.

Aspect

Aspect WFO solution has increased productivity for millions of agents worldwide. The solution enhances the work lives of supervisors and agents through real-time coaching, accurate forecasting, quality, and performance management tools.

Monet

Monet’s WFO Suite improves contact center service levels while reducing center costs with affordable and easy to use cloud WFO software for workforce management, quality monitoring, analytics, and performance management.

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    The Benefits of WFO/WFM
    Integration With Bright Pattern

    Bright Pattern’s WFO/WFM integration can benefit your contact center in various ways.

    Improve KPIs
    Improve KPIs by easily identifying them and staying focused on the goal with WFO. WFO allows you to gain greater visibility of valuable metrics across all conversation types.
    Coach and Train More Efficiently
    Track 100% of agent interactions to more efficiently coach your workforce and identify key areas that need improvement. Automatically analyze for comprehensive information.
    Time Flexibility
    Omnichannel and cloud-based means you can scale our software to suit any sized business. Our cloud customer experience platform is perfect for businesses with seasonal needs.

    Users Love Bright Pattern

    “It is an extremely robust, while easy to use software. It can handle massive telephony centers with ease while maintaining competitive telco charges. ”
    KC R.
    BPO Technology Lead
    “The system was very easy to setup along with training and onboarding from the Bright Pattern team. We use Bright pattern for inbound transactions, such as incoming calls, emails and chat. The reporting tools are easy to use and propvide the SLA data required for our partners.”
    Sal Y.
    Head of Customer Support
    “Great product and a great team. The product has worked as designed and has been very reliable. The call quality has also been excellent. The scenario tool is very powerful. It is also well integrated into Zendesk.”
    Sean Rivers
    Director of Operations Technology
    “I answer all my calls from clients on retail with softphone and I can work at home effectively too. It is a way for me to judge my productivity and see how many emails I am answering with the dashboard that is displayed. ”
    Julie T.
    Retail Support Representative

    Powerful Integrations

    Additional Bright Pattern Features

    True omnichannel
    Call recording
    Screen recording
    Screen-pop functionality
    Intelligent digital and call routing
    Inbound call center
    Outbound call center
    Blended call center
    Single sign-on (SSO)
    Single customer view
    Built-in knowledge base
    Click-to-call, click-to-chat capability
    Omnichannel Agent Desktop
    Call logs
    Integrates with all CRM platforms
    Automatic call distribution (ACD)
    Interactive Voice Response (IVR)
    AI capabilities
    Computer telephony integration (CTI)
    WFO/WFM integration
    Omnichannel quality management
    Rich administration and supervisor tools
    Progressive, automatic, and predictive dialers
    SMS/MMS

    Set up a pilot project to trial the solution without paying any license fees