Manage Efficiency
Across Your Teams
With Precision
Master the art of efficient scheduling. Balance workloads, enhance team productivity, and guarantee exceptional service delivery with intelligent workforce management
Our AI-driven WFM solution tackles
the complexities of your modern
workplace head-on
Complete Planning
Create precise forecasts and staffing plans based on your intricate operational needs and prevailing trends
Automate Admin Work
Streamline the entire planning and staffing process with automated tools that manage staffing effortlessly
Activity Track
Monitor agents’ activities in real-time, with insights into performance and adherence to ensure optimal efficiency
Staff Satisfaction
Improve agent morale with consistent schedules and transparent processes, fostering a more engaged workforce
Smart workforce management
for an agile operation
Improve agent utilization and productivity
Reduce idle time and resources costs
Improve customer waiting times and SLAs
Reduce management overheads
An adaptive solution tailored for
efficiency and flexibility
Precise forecasts for optimal performance
- Generate precise forecasts of call volumes and handling times with AI-driven models to allocate the right number of resources efficiently
- Incorporate all types of events and seasonality such as Ramadan and Eid with utmost ease
- Use scenario planning to prepare for various operational situations and minimize potential disruptions, and adjust forecasts swiftly to respond to unexpected changes in trends
Smarter scheduling that gets only easier
- Craft smarter schedules swiftly, with multiple scenarios, using a multitude of rules, and include meetings, coaching or any other types of activities
- Create schedule based on different operational models with fixed, rotating, or flexible shifts, and across multiple skill groups or sites
- Adapt schedules quickly and make real-time adjustments to respond to unexpected changes in staff availability or call volume to maintain optimal staffing levels at all times
Real-time management for real-time actions
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Gain clear and real-time view of your operations through live monitoring dashboards. Track agent status, ongoing activities, or performance against forecasts
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Modify schedules in real-time to respond to situational changes in volumes or trends, ensuring seamless service delivery and optimal service levels
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Monitor and report on schedule adherence to ensure compliance and operational discipline, and keep your team on track and performing at their best
Empowered teams with self-service capabilities
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Empower your agents with the ability to view and manage their schedules, request changes, and communicate directly with supervisors
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Allow agents to bid on preferred shifts, aligning their preferences with operational needs. Boost morale by giving employees a voice in their schedules
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Enable agents to declare overtime availability, creating a flexible resource pool. Respond quickly to unexpected demand with a willing and ready team
Data-driven decision making
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Access detailed reports on agent performance, adherence, and operational efficiency. Gain valuable insights to drive continuous improvement
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Tailor dashboards to display the most relevant data for quick insights and focused management. Monitor key metrics at a glance
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Set up alerts for critical thresholds, ensuring timely responses to potential issues. Stay ahead of problems with proactive management
Elevate efficiency and productivity
even further with these solutions
Drive performance excellence with real-time metrics and analytics. Set clear goals, track employee achievements, and implement continuous improvement strategies to enhance overall business outcomes
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Track your employees’ desktop activities across different functions to manage efficiency and productivity. Uncover process gaps and tackle root causes impacting cycle times and quality
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Deploy a robust Quality Management framework using best industry practices. Manage your quality assurance cycle and provide your team with the tools to optimize performance and elevate quality
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We at Zain take pride in providing the smoothest and most sufficient services for our customers while their numbers substantially grow with us. Globitel has always been a great partner in providing quality systems
Flexible Deployment Models That Suit All Organizations
Explore our flexible Software Subscription Model that provides even more flexibility. Optimize value and invest as you grow without the need for upfront investment or additional CAPEX
Features Summary
- AI-Powered Forecasting
Accurate forecasts for call volumes and handling times, considering operational scenarios
- Dynamic AI Scheduling
Create and adapt schedules across fixed, rotating, or flexible shifts
- Real-Time Monitoring
Track operations with dashboards for agent status, activity, and performance against plans
- Instant Schedule Adjustments
Make real-time changes to schedules to manage unexpected conditions
- Self-Service Capabilities
Allow agents to view schedules, request changes, bid for shifts in an easy manner
- Comprehensive Reporting
Analyze detailed reports on performance, adherence, and efficiency for data-driven improvements
- Proactive Alerts
Set alerts for critical thresholds to respond promptly and maintain smooth operations
- Mobile App Access
On-the-go access to schedules, updates, and operational insights through a mobile app
- Multisite Support
Seamlessly manage operations across multiple locations with centralized oversight