Globitel, a leading telecom and customer care solutions provider, announced the release of version 2.4.1 of its outstanding Workforce Management solution; a platform for optimizing the performance of customer engagement centers by enhancing the ability to accurately forecast, schedule and monitor activities.
Globitel’s Workforce Management is one of the company’s core solutions providing flexibility and ability to be adopted in different call center environments. It is part of the Workforce Optimization suite of solutions which was included in the Gartner Magic Quadrant for Customer Engagement Workforce Optimization 2015.
Globitel is committed to providing its clients with ongoing updates and enhancements on its solutions. The WFM 2.4.1 release includes enhancements on several components of the solution including the web interface and dynamic reporting, in addition to desktop application updates on scheduling functions.
Commenting on the release, Globitel’s President Samer Halawa said “Our WFM is a solution that does not only enhance workflow efficiency at the customer engagement center, but also functions as an agent-empowering platform that offers schedule and shift management tools for agents.” Halawa continued “Being a crucial asset for call centers, we are always on the run to provide a WFM platform that is updated with modern functionalities for our clients to meet their goals at their front lines of customer engagement.”
It is worth mentioning that Globitel’s WFM solution is installed at some of the largest call centers in the Middle East. In addition to WFM, the WFO suite also includes SpeechLog Quality Management, Performance Management Platform, Retail Quality Management and Globitel Dashboard.
More about Globitel:
Globitel, founded in 1996, is a telecom and customer engagement center solutions provider with a dynamic and flexible suite of products. Their portfolio consists of innovative and reliable Customer Interaction Management and Workforce Optimization Solutions, in addition to Roaming and Engagement & Mobility solutions catered to the telecommunications sector; enabling enterprises, telecom operators and service providers to grow and enhance efficiency, customer satisfaction and loyalty.