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Digital Marketing: Big News for Your Contact Center

There is a lot going on of late related to HP Autonomy Qfiniti, our single, intelligent platform for multichannel contact center management.


I recently posted a blog summarizing some very interesting information that Qfiniti’s VP of Technology and Chief Architect, Steven Graff, shared with an AMA webcast audience on the topic of turning Big Data into a big win for the contact center. He presented some very compelling reasons for making sure that you include speech analytics in your customer experience management and Big Data programs, so be sure to check out what Steve had to say.


And a recent product announcement made the news as well. On July 23, an HP Autonomy press release announced that we have “partnered with the Workforce Management Software Group, Inc., (WFMSG), developer and provider of the Community workforce management solution, to help HP Autonomy Qfiniti customers improve contact center efficiency and performance and lower overall staffing costs.”


This is big news for contact center agents and managers.


By integrating best-in-class workforce management capabilities into Qfiniti’s already powerful contact center monitoring platform, users can now conduct multi-skilled forecasting and scheduling optimization and better manage the dynamics of fluid customer and agent behaviors, such as spikes in call volume and schedule exceptions. In addition, this new workforce management module also integrates with most major ACD’s and complementary contact center technologies such as HR, and payroll platforms.


Steve tells me that this new workforce management module introduces three distinct advantages to the Qfiniti platform:


  • the Enterprise advantage provides an all-in-one workforce optimization solution, featuring a tightly integrated web portal with tools for administrators, schedulers, supervisors and agents


  • the Innovation advantage makes it possible to automate schedule adjustment plans and report on multi-skilled efficiency metrics


  • and the Ease of Use advantage integrates the power of workforce optimization into a friendly browser interaction with built-in “Steps-to-Success” guides and customizable user interfaces with role-sensitive content control.


For obvious reasons we are really excited about the new Autonomy Qfiniti Workforce Management module. And this is only the beginning of more product announcements to come in the next few months.


So stay tuned.


And as I mentioned above, you can read the complete HP Autonomy Qfiniti Workforce Management announcement.


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About the Author
Henry Eakland joined HP in April 2012 and currently works as Director Product Marketing for HP WFO Software, which provides workforce optimi...

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