Call centre companies tout optimisation wares

Three companes are poised to unveil their call centre optimisation solutions this week at the International Call Center...

Three companes are poised to unveil their call centre optimisation solutions this week at the International Call Center Management conference in Chicago.

Blue Pumpkin's new Workforce Optimization Suite aims to help organisations achieve their goals faster and more profitably.

Aspect Communications will unveil its eWorkforce Management 6.1, designed to enable companies to forecast and schedule staff to handle customer enquiries made via phone, Web, or e-mail. Contact centre managers can now access key service and performance statistics and schedule administration via wireless and Web applications.

And RightForce's Outbound software is designed to be integrated with the automatic dialler to obtain historical data on the ratio of completed calls to attempts. It uses that data to forecast traffic at various times of the day, blends the inbound and outbound traffic to determine the optimum staffing needs, and tracks each campaign's daily completion goals.

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