Workforce optimization (WFO) solutions portfolio is dedicated for contact centers, branch operations, marketing and customer care as well as for back-office operations. WFO solutions comprize workforce management, quality management, call recording, performance management, speech analytics, eLearning and coaching, as well as text analytics and fraud detection and identity authentication.
Our portfolio of unified and integrated workforce optimization and business impact solutions can work in these different functional areas or across your entire enterprise. It can help you capture customer interactions and sentiments in multiple channels while providing insight on the performance of your people, processes, and technologies. Armed with this information, you can make better, more strategic decisions and use the “voice of the customer” to increase service efficiency and effectiveness, reduce costs and fraud, build customer loyalty and competitive advantage, and deliver an improved customer experience.
Alfred Net offers workforce optimization products and services designed to help organizations of all sizes reduce operating costs, identify revenue opportunities and competitive advantages, and improve performance, profitability, and the customer experience.
Quality Management can help call centers, contact centers, and customer engagement centers evolve from traditional quality monitoring and random call sampling toward insightful, focused quality programs that incorporate the voice of the customer. The solution can help organizations evaluate large numbers of interactions efficiently. Optional analytics-driven quality functionality can make it easy to search large numbers of calls to find the ones that matter the most.
Alfred Net offers a variety of products for full-time and compliance recording. Our recording software is designed for contact centers and trading rooms of all sizes, regardless of whether they use traditional time-division multiplex (TDM) recording, Internet protocol (IP) recording, or both. We also offer optional encryption functionality to facilitate compliance with PCI DSS, the Payment Card Industry Data Security Standard.
Workforce management (WFM) solutions help organizations strike the right balance between workload and staffing by accurately forecasting workload and creating schedules to meet service levels, consistently and cost effectively.
Managing employee performance and productivity is no easy task, given the multiple functions, systems, and processes typical of the enterprise customer service environment. Performance Management can capture and aggregate data across multiple systems while providing a single, standardized framework for efficiently tracking, managing, and improving individual, team, and organizational performance.
Desktop and Process Analytics
Desktop and Process Analytics captures employee desktop activities across systems, applications, and processes to provide insight into application usage and internal processes, as well as facilitate compliance with company policies and data privacy restrictions. By enabling desktop activities to be tracked, measured, analyzed, and refined, Desktop and Process Analytics can help organizations improve efficiency, reduce costs and liability, enhance productivity and costs, and more.
For many organizations, building and keeping employee skills sharp can be a continual challenge. That’s why we offer Web-based eLearning functionality that can help your organization gain control over training — and then excel at it. eLearning solutions can deliver training right to the desktop, to help familiarize employees with new processes, programs, and regulations. It’s a practical, powerful solution that can deliver measurable results.
Coaching is a practical solution to help contact centers and back-office operations make employee coaching a part of daily operations. It provides out-of-the-box workflow for scheduling, delivering, and tracking agent coaching that’s integrated with individual quality monitoring evaluation scores and key performance indicators (KPIs).
Nothing can tell you more about your business than the voice of your customers, but the sheer number of recorded customer conversations in your contact center can easily exceed your ability to review and analyze them. With Speech Analytics, you can glean valuable intelligence from thousands—even millions—of customer calls quickly, so you can take action quickly.
What do customers think about your products and services? What are they saying on Facebook and Twitter, in blogs and surveys, and in customer email and chat sessions? With Text Analytics, you can collect, analyze, and act on customer feedback from a variety of text-based communication channels, enabling you to discover what customers think, surface issues and opportunities, and take action quickly.
Enterprise Feedback Management
Many organizations are implementing “voice of the customer” programs to capture and assess customer comments and sentiments across multiple communications channels. But it’s a complex job. Often, each area of the enterprise conducts its own programs, independent of the others, without sharing the information. Enterprise Feedback Management helps organizations manage this complexity by centralizing and automating critical voice of the customer activities, enabling a programmatic approach to assessing customer experiences across channels of interaction.
Today’s customers use multiple communication channels—often simultaneously—to interact with your business. With Engagement Analytics, you can capture, analyze, and correlate massive amounts of data on customer interactions, journeys, and profiles to help enhance customer and employee engagement and drive better business strategies.
Fraud Detection and Identity Authentication
Fraud Prevention and Identity Authentication is designed to help financial institutions stop fraud in one of the most vulnerable areas of their organization—the contact center. Our solution can help banks, card issuers, and providers of wealth management services deter or prevent fraudulent activities by identifying fraudulent callers and securely and cost-effectively authenticating customers during interactions on the telephone—without negatively impacting the overall customer experience.