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.

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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.

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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.