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Match staffing to demand for optimal operations and experience

Manage your contact center team for greatest efficiency and best customer experience.

Great customer experience starts with great planning and effective teams. Workforce management capabilities help you maximize your team’s time, engagement, and results— so you can improve customer-facing KPIs.

Workforce management tools provide an automated means of forecasting and scheduling for your contact center operations. These tasks are difficult to perform manually with even a small team. They are virtually impossible to do manually for contact center operations of any size.

Different contact center solutions have different management needs and goals. Altivon experts can advise on various strategies and implement the best solution for your environment. Our solutions help you:

  • Forecast staffing needs
  • Account for shrinkage
  • Create rosters and schedules
  • Generate reports
  • Plan longer term staffing development
  • Identify timing for staff increases

Altivon can design solutions that span locations, deliver local schedules and reports, and work in multi-skill environments. We can help determine the best scheduling approach for multi-media or omni-channel interaction management.

Forecasting & scheduling

Find the right balance. Optimize coverage for voice and digital channels with workforce scheduling. Use task-based scheduling to control the sequence of agent tasks. Your Genesys solution automatically gathers data, making it easy to get accurate forecasts and scheduling scenarios across channels. Factor in arrival patterns and hours of operation to cover your bases, and get real-time insight and monitoring into SLAs and schedule adherence.

Long term planning & budgeting

Simulate the operation in order to have the right level of resources available. Create executive level what-if resource planning scenarios. Quickly and accurately forecast all important planning metrics, simulate plans to accurately determine the agents you need week-over-week and develop highly efficient just-in-time hiring and overtime plans to optimally use your labor pool. It also ensures more accurate budget management.


All your recording needs, covered, including: Voice and IVR recording; Voice and screen recording; Even agent desktop and screen recording. Monitor quality to continuously improve performance and experiences. Be compliant. Genesys Voice Recording, natively integrated with the Genesys Customer Experience Platform, reliably records 100% of calls – including those with desktop and screen sharing –making it easier to search and access recordings.


Collect customer feedback with web-based surveys after an interaction. The surveys can be designed, tested and published through a con gurable web-user interface. Genesys Survey Solution allows rapid duplication, modification and adaptation to meet changing business requirements.

Quality and compliance management

Ensure quality and compliance with use cases that cover quality management, skills assessment, and performance management. Genesys Quality Management includes strategic metadata with each recorded interaction to pinpoint which are most valuable to evaluate, and then uses predefined reports to analyze and present those results for a clear and consistent view of both your strengths and opportunities for improvement.

Outsourcer management

Get visibility into and manage your outsourced partner organizations by identifying skills that drive desired business results, then create models to distribute this knowledge in a consistent manner. Assess outsourcer understanding of what you’ve provided, then target additional training if needed. Compare and track completion and outsourcer effectiveness in driving your business performance metrics.

Interaction analytics

Get basic insights into voice interactions with speech analytics, or go for deeper insights with advanced text and speech analytics. You can also mine messaging conversations with messaging text analytics.


Assess and empower your teams. Workforce management tools include automated employee onboarding, skills development and assessment, and training and activity scheduling. By reducing knowledge gaps in your workforce with targeted, self-paced training and clear coaching insights, you can provide a more consistent customer experience across all channels.

Agent assistance

Monitor customer and agent conversations to provide the agent with timely prompts and additional information. Provide live transcripts of the customer’s voice or chat bot conversation on the agent’s omnichannel desktop. Then provide the agent with prompts, hints, tips and additional information based on dynamic interpretation of what is needed.