Harmony Workforce Optimization
Simple, Affordable Powerful Workforce Optimization
- Get a full range of capabilities—including interaction recording, quality management, performance and workforce management, and analytics—for your non-Avaya contact center.
- Collect multi-channel customer interaction intelligence and leverage the data to help improve customer experience, agent productivity, and customer loyalty.
- Manage and mitigate risk with PCI-compliant features including encryption, watermarking, masking, multi-layer password protection, and audit trails.
- Measure and improve the performance of your contact center agents. Customize KPIs, create role-based balanced scorecards, and automate agent learning.
- Reduce operating costs and improve service by forecasting and optimizing staffing for specific time periods across all interaction channels.
Record Customer Interactions
Record voice and non-voice customer interactions in non-Avaya IP, SIP, TDM and hybrid contact center environments. We support call recording and screen capture for inbound and outbound interactions with options for 100% recording, random recording, event-driven recording, on-demand recording, and agent-parameter-based (tenure, QA score) recording.
Monitor Live Calls
Stay involved and in control of contact center operations by monitoring agent interactions from anywhere. Harmony provides real-time, web-based silent monitoring and on-demand recording that enables authorized users to listen to agent calls, record calls right from the application, capture screens, and add comments using a web browser.
Analyze and Improve Agent Performance
Know how your agents, supervisors and overall contact center are performing. Customize key performance indicators (KPIs), metrics, goals and alerts to meet your specific objectives. Providing timely feedback to agents is critical to the progression of your contact center. Monitor and evaluate agent performance in voice, email, and web chat interactions. Use balanced scorecards to identify top and bottom performing agents and skill gaps that can be addressed with targeted agent coaching and learning. Identify top-performing agents as well as those who need more training.
Improve Agent Skills and Productivity
Harmony's Coach and Learn module puts knowledge in the hands of those who need it, when they need it. Coach provides a framework for supervisors to build personalized training programs using quality and performance data from Harmony and other call center applications. Learn serves as a repository for e-learning and coaching content in the form of a library of files: audio, video, call snippets, documents, e-support transactions, and more. Content can include call segments captured from Harmony, or uploaded data from external systems. The module also supports the creation, delivery, and scoring of quizzes to help ensure knowledge transfer.
Gain a Clear View into Your Customer Experience
Mine intelligence from large volumes of recorded calls that may otherwise be overlooked. Glean valuable data on why customers are calling and what they really think about your products and services. By identifying operational and service issues, you can design and tweak service, sales and marketing processes to best meet your customers’ needs and effectively minimize risk, ensure compliance, and maximize the value of customer interactions.
Forecast and Schedule Staffing
The optional workforce management module helps you forecast demand and schedule staff so that your operation is properly staffed with just the right resources, who have the right skills, at the right times. This feature-rich application leverages an advanced forecast algorithm to help contact centers accurately forecast and optimize staffing—not only for the day, but also for the week, month, quarter, season or year across all interaction channels.
Get Immediate Customer Feedback
Engage customers via short, dynamic surveys immediately following their interactions with your contact center. Surveys are driven by business rules that you define. We help you target the right survey to the right customer based on call duration, hold time, number of holds, number of transfers, or by client in a multi-tenant environment. The result is a wealth of meaningful feedback directly from your customers about your company, your products and services, and your contact center.
Track What’s Happening in Your Contact Center
Install the Harmony application on your IOS or Android device for quick access to monitor your contact center anywhere, anytime. Increase your productivity with 24x7 mobile access to what’s happening in your contact center: monitor live calls, provide feedback, and receive alerts.
Capture Agent Desktop Screens
Desktop Trigger detects the start and end of chat, email, and back office interactions, and triggers the appropriate Harmony API for agent desktop screen captures. Enhanced PCI security and compliance mutes confidential credit card details, and masks screens containing sensitive data, ensuring the highest levels of protection.
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