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Workforce Optimisation

We can help you gain unprecedented visibility into the people, processes, and work across multiple functional areas of your organization with Work force Optimisation Solution from various OEM’s

Workforce Optimization (WFO) is a business strategy that integrates contact center technologies for customer experience to promote operational efficiency. The strategy involves automating processes, data visibility, compliance on legislation and solving business problems related to staff.

With over 11 years of experience in workforce optimization, we’re Verint’s leading global partner – the partner certified to design, implement, train and support their full Workforce Optimization suite.

In total, we’ve helped over 150+ companies provide more efficient, customer-centric services with Verint.

Following are the components of Verint that are being offered and delivered by Simcomm to various customers across the Globe

  • Call Recording
  • Workforce Management (WFM)
  • Automated Quality Management
  • Speech Analysis
  • Desktop And Process Analysis
  • Interaction Analysis
  • Text Analytics

Our decades-long experience with Verint can help you get the most from their technology, including saving on costs and getting the best ROI.

Connect with us now to experience the best of Work Force Optimization benefits and services.

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Workforce Optimization Offerings

Reseller

Simcomm is an authorised Sales and Services partner with Avaya and Verint for the complete Workforce Optimisation suite from the last 12+ years.

Following are the major components that we deal into from Sales and Services viewpoint for Avaya and Verint for on-prem and cloud.

  • Recording
  • Quality Monitoring
  • Workforce Management
  • Desktop Processing Analytics (DPA)
  • Speech Analytics
  • Encryption Enablement
  • Text Analytics
  • Cloud Solutions

IT Services

The only partner with L2+ Skills on all the components of Verint and Avaya Workforce Optimisation –

Our Services include –

  • Solutioning – On-Prem & Cloud
  • Project Management
  • Technical Implementation (Out of Box and Complex)
  • Managed Services - Remote and On-site
  • Training & Consulting
  • 24 * 7 Support for AMC Customers

Business Services

We are skilled for end-end delivery on Workforce Optimisation suite which also includes the most critical part, of Business Consulting and Enablement for all advance components viz. WFM, Speech, DPA etc.

List of Major Business Services covered by us on WFO -

  • Discovery
  • Solutioning
  • Training
  • Consulting
  • Managed Services - Remote and On-Site
  • Dedicated Consultants

Advance Solutioning & Services

Simcomm is the only partner that undertake advance solutioning and services which are only delivered by Verint OEM as another provider.

Following is the list of top services / products offered under advance solutioning –

  • Bulk Recordings Export (Audio and Screen)
  • Text Analytics Adaptors
  • Bulk Calls Deletion
  • Customised Adaptors for 3rd party recordings import.
  • 3rd Party Platforms Fields Tagging in WFO Setups
  • CRM Integrations with WFO Setups for search and playback of calls from the CRMs
  • Any Customisation as per requirements / scope.

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