Português
Español
Workforce Optimization
Continuous improvement in qualification
Workforce Optimization
Human Resources are the most critical point in contact center projects. A5 Solutions matches the best Workforce Optimization (WFO) solutions to offer a comprehensive management to work environments.
A5 Solutions’ WFO solutions ensure the best distribution of resources; compliance to the legislation or regulation; and the availability of the most prepared and motivated person to serve each client or business situation.
Analytical intelligence solutions also articulate information captured in real time over the interactions with historic and other data, which contextualize the productivity indicators and serve as a basis to ongoing improvements in trainings, qualification and adjustments of conducts.
Shifts management
Optimize the investments with a finely-tuned adjustment of the teams to the operations demands; identify opportunities to facilitate the life of workers; and ensure conformity with the best labor practices.
Assignment of competences and talents
Place the professional with the best set of knowledge and abilities to a given service enables a leap in satisfaction for both the employee and the client, besides reducing costs, risk of conflicts and loss of opportunities due to inadequate interactions.
Recording of calls and screens
Besides complying with legal requirements, our recording solutions enable the quick location, as well as the automation of identification of relevant contents for the management of operations.
Interaction analytics – optimize the performance in each unit, working group or person, with a comprehensive view of profiles, competences and results within the context of the contact center operation.
Interaction analytics
Optimize the performance in each unit, working group or person, with a comprehensive view of profiles, competences and results within the context of the contact center operation.
Multisite management
Maximize the use of talents distributed throughout the organization; optimize the balancing of the workload; and manage multiple units in a single point of control.
Top A5 Partners in Contact Center Solutions
Increase the effectiveness and quality of communication and relationship channels
Talk to one of our experts and see how our solutions can help your business.
Cases
Scalability, portability, governance and innovation with cloud contact center
Large financial analysis provider migrates infrastructure from contact center and corporate telephony operations to A5 Solutions' cloud services, which support both internal and service providers’ activities. In addition to cost savings and the flexibility to upgrade,...
Humanization in electronic customer’s service adds effectiveness to clients and high efficiency to insurance company
Personalization, relevant functionalities and easiness in interaction with the self-service platform increase user's satisfaction and leverage business results. Customer and Challenge For one of the country's largest insurance groups, the capacity of adequacy of...
More functionalities, smaller cost and best call center management consolidates national reach of specialized store
Cooperation, mobility, automatic optimization solutions, along with the full visibility over the relationship operations, leverage the reputation and sales of healthcare products e-commerce. Customer and Challenge Largest store in the segment of products for...