Hosted Workforce Management |
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| Overview |
Sentient has taken the world’s leading Workforce Management solution, IEX TotalView, and made it available as an award winning hosted service. Catering for clients with 70 to 7,000 agents in single or multiple sites.
TotalView allows contact centres to optimise the performance of the contact centre staff, forecasting and planning more accurately and scheduling agents more effectively translating into real cost savings. It supplies real-time information to better manage the performance of the people and the operation. It integrates data seamlessly across the enterprise and automates many time-consuming and labour-intensive processes, such as schedule changes, forecasting and holiday planning. |
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| For more detailed Information on Totalview click here |
| Workforce Management Software as a Service |
| Sentient were the first company in the UK or Ireland to offer workforce management as a hosted service, it is ideally suited to smaller centres experiencing high growth, multi site operators or outsourcers who need to get the most out of every contract. Charging is based on the numbers of users per month and there is no requirement for on-site technology or specialised IT resources. Typical efficiency gains using TotalView are 10-15%, and because of the rapid deployment and pay per use model, ROI is practically immediate. |
| Multi Site/Multi Platform |
| Where an Enterprise is working with multiple customer service locations or a client needs to combine and consolidate the data from multiple sites or multiple platforms, Totalview is true multi site allowing a common view across the contact centre network. |
| Agent Web Station |
The WebStation feature gives agents and supervisors Web-browser access for viewing schedules, monitoring performance and automating common contact center tasks. Utilizing a 100% 'thin-client' architecture, WebStation is easy to use and install, even across multiple sites. Optional multimedia training modules, available for viewing within WebStation, facilitates quick deployment and ongoing training.
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| WebStation Features: |
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 | ScheduleViewer - eliminates the need for manual schedule distribution. ScheduleViewer helps improve agent adherence with reminder notifications of scheduled events and changes. Supervisors use ScheduleViewer to access their agents' schedules and to verify that agents have acknowledged schedule changes. |
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| StatsViewer - helps motivate agents by displaying their performance statistics and those of other agents in their peer group. Supervisors can also see how their teams are performing. |
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| Activity Tracker - helps motivate agents by displaying their performance statistics and those of other agents in their peer group. Supervisors can also see how their teams are performing. |
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| Supervisor Reports - allow supervisors to easily view and create historical adherence reports for their agents. |
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| Secure Web Access |
| Delivered through a secure VPN connection, users accesses data through intuitive web screens and file transfers for transfer amounts of of larger data. |
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