Telrex has released version 3.8 of CallRex Workforce Management software. The flexible IP-based software solution automates the workforce management experience, providing the scheduling and forecasting tools companies need to optimize staff.

 

Telrex (News - Alert) has added an improved forecasting engine that will allow contact centers to perform what-if scenarios, such as reducing the number of agents on the phones on service levels and budgets. It has also installed a graphical agent roster that will permit supervisors to drag and drop changes such as breaks and lunches into schedules. That avoids manually making changes to each agent’s schedule, saving time and giving a better overview of the workforce.

 

CallRex Workforce Management 3.8 utilizes historical ACD data to automatically generate forecasts and employee schedules. The solution also features multi-skill forecasting, agent scheduling, vacation and exception management tools, and an intuitive user interface. Licenses are available on a monthly subscription-basis, permitting companies of all sizes to take advantage of powerful scheduling software at an affordable price.

CallRex Workforce Management 3.8 follows on the heels of another timely new value-rich and affordable tool: CallRex Speech Analytics consulting services. The 'pay-as-you-go' model allows companies to reap the benefits of speech analytics without purchasing expensive speech analytics technology.

Telrex's speech analytics consultants work with businesses to determine what drives customer behaviors; it also identifies sales opportunities, improves customer satisfaction, monitors calls for compliance, and leverages call recordings.

Using CallRex Speech Analytics consulting services, companies can quickly capitalize on valuable call recording data to fine tune business performance and gain a competitive edge by identifying market opportunities and uncovering trends within customer interactions. The consultancy-led engagements are tailored to each company's business needs and removes hours of human interaction from the call analysis.

 

“In today’s economic climate, it is imperative that companies are properly staffed, utilizing automated workforce management software can remove hours of human interaction from the process and positively impact service level goals,” says Robert Kapela (News - Alert), president of Telrex. “CallRex Workforce Management software offers companies affordable technology to optimize schedules and reduce costs while meeting desired service levels.”