Architected to help organizations execute on their unified communications strategies, PerformanceEdge® is an IT-ready contact center software platform built on Microsoft .NET Web services that synchronizes workforce optimization capabilities. It helps contact center and back office managers to consider everything and act immediately, which makes it infinitely easier for inbound, outbound, blended contact centers and back office organizations to control costs, enhance service levels and align performance with strategic goals.
By combining the following capabilities, you truly have the power to transform your organization’s performance:
The PerformanceEdge product platform optimizes performance at 3,000 contact centers representing more than one million agents around the globe. With features like unified administration, real-time and historical reporting, and workflows that simplify application navigation and enable single agent administration, synchronized intraday operation and data sharing, PerformanceEdge is changing the game for organizations by helping them successfully execute on their unified communications strategies.
And, when workforce optimization capabilities are combined in a single platform, it can consolidate data collection and centralize application administration. Metrics and results are easily transformed into forecasts, schedules, analyzed calls, summarized operational statistics, key performance indicators (KPIs), alerts and trend analysis information. Personalized output of this data provides timely access to and visualization of information needed by each stakeholder in the organization. Users can initiate manual actions or control synchronization of inter-application workflows according to permission levels and business rules.
PerformanceEdge® has helped companies:
- Enhance performance by 10 to 30 percent
- Increase revenue by 5 to 15 percent
- Automate 25 to 75 percent of all data management
- Achieve ROI in six months
- Reduce customer hold-time by 55,000 hours annually
- Lower staffing/management costs by 80%
- Increase employee morale/retention rates 20% or more
