Enghouse (News - Alert) Interactive, provider of the CallRex suite of IP call recording and contact center optimization solutions, recently announced the launch of its CallRex Workforce Management solution, designed specifically to address the needs of small to midsized businesses.
"There is a tremendous amount of operational waste that takes place in call centers of all sizes due to poor scheduling," says Bruce Sherman, product manager at Enghouse Interactive, in a release. "The cost impacts of overstaffing and/or overtime can be as much as 20 percent of a company's operating budget. Additionally, there are other factors that can be more efficiently managed with a workforce solution like CallRex, that can improve agent schedule adherence, productivity, management time efficiency, turnover rates, and staff morale."
A ground-up product build, CallRex Workforce Management software is labeled as a 4.0 version to match the complementing products in the CallRex Quality Management Suite.
Version 4.0 of CallRex Workforce Management includes various integration options and thus allows customers to leverage the real-time and historical data in their call center solutions.
Officials said that the solution can be configured to integrate with call center solutions such as Enghouse's Syntellect (News - Alert) CIM and many other products on the market.
Additionally, the CallRex Workforce Management software boasts of various features that includes forecasting modeling options, real-time adherence and schedule views; multichannel, multilocation forecasting; multiskill grouping and scheduling; customizable KPI and adherence guidelines; intraday management; reporting and dashboards; and performance alerting.
In related news, Enghouse Interactive announced the release of version 4.2 of CallRex Call Recording software, which incorporates a number of new features that will being enterprise-ready quality management solutions to companies who are utilize Microsoft (News - Alert) Lync as their unified communications solution.
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Edited by Juliana Kenny