OneContact WFO offers contact centers a complete, web-based, workforce

management suite with quality monitoring, e-learning and stunning user interfaces.

ContactWFO

ContactWFO

OneForecast

With this module it is possible to graphically analyze historical demand data for services in the contact center. • Analyze historic and forecast data for the

entire forecasting period • Apply growth rates • Add exclusions due to exceptional events

OnePlan

Allows the planner to use forecasts generated with OneForecast to perform operations and generate schedules.

• Objective-driven staffing for Inbound and

outbound services • Rule-driven schedule generator • Shows the forecasted demand data and all

the planned KPIs for the entire planning period as well as the agent's schedule map (including schedules, vacations, absences, etc.)

• Allows for manual adjustments of schedules with automatic agent notification

OnePortal

The OneContact WFO’s main interaction application. • Allows agents to view their schedules

and KPIs, set schedule constraints, • vacations and shift exchanges. Supervisors

can also perform operations such as: approve/reject agent vacations, shift exchange requests, send messages to its agents, create absences, compare KPIs schedule e-learning sessions and justify agents alarms.

OneMonitor

Users can actually follow the real-time execution of a plan generated through OnePlan • Immediate and easy analysis of each KPI

evolution • Planned VS real real-time monitoring of all

KPIs • Agent adherence real-time monitoring

(based on logins, ready/not ready) • What was planned and what happened in

reality view • Configurable alarms and warnings for lack of

adherence.

OneBackOffice

The control center for the OneContact WFO system. • Manage agents, teams, services and shifts

to define work rules • Define key performance KPIs and reports

that can be used throughout the modules.

ContactWFO

OneContact WFO Mobile

App that allows real-time monitor your contact center activity anywhere and anytime. • Follow your services and agents • Compare real and planned indicators • Analyze graphical charts and stay on

focus with push notifications of emergent situations

Workforce shifts

calculation process

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OneForecast

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OneBackoffice

IIS

Legacy data

transformation jobs

Legacy CC1

Legacy CC2

OneMonitor s e r v e r

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OnePortal

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WFM Data

and configuration

Agents manage their

Legacy CC1 Operators

availability

via browser

Legacy CC2 Operators

Operators

Operators

PSTN

About Collab’s OneContact WFO, Gartner says that "... has a strong commitment” underlining strengths like unified suite, ease of use and viable core functionality.

ContactWFO

BE READY

Easily integrates with all the leading contact center solutions.

When integrated with OneContact CC, all the e-learning scheduling capabilities are available via OneQualityMonitoring.

BE SIMPLE

Stunning and highly interactive user interface. Easy to use and to learn, reports simply accessible to everyone.

BE ALERT

Real-time monitoring when integrating with COLLAB’s OneContact CC suite, enabling immediate and real-time focus on extraordinary contact center events.

BE COMMUNICATIVE

Centralized portal for both agents and supervisors. Manage schedule preferences, vacations, shift trades, alarms and warnings, messages and more.

BE ON CONTROL

Each user’s role is clearly defined and allows each user to access the module(s) that correspond to their role in the contact center.

BE PROACTIVE

Instantly “feel” the impact of “what-if” planning scenarios. Generate schedules for supervisors and agents. Add agent challenges and quests and enter a gamification based workforce strategy.

OnePortal Planner OnePlan Supervisors Gamification AdjustCollabAlarms Management

Agents Forecast E-learning Analyze

Warnings OneMonitorPerformance

Service Messages BackOffice Trades SchedulesOneBackOffice

OneContact WFO Mobile Real-time Quality Monitoring OneContact WFO

www.microteltechnology.com

Singapore Office: Malaysia Office: 61, Alexandra Terrace, #07-08, Unit 02-03 to 02-05, Level 2,

Harbourlink Complex, Tower B, Vertical Business Suite,

Singapore 119936 Avenue 3, Bangsar South, No 8,

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