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injixo: The Workforce Management Game-changers
“How to measure my success and that of my team?” is one question that every result-oriented workforce management executive asks today. Being an integral part of the contact center space, the answer is never simple for a workforce management team. As a pioneer of cloud-based contact center technology, injixo brings the answer to the table through its cloud-based workforce management suite for forecasting, scheduling, intraday management, reporting and employee engagement. The cloud software helps contact centers to efficiently meet their service level and do more business while lowering costs and reducing effort.
Through a feature-rich true-cloud workforce management (WFM) solution, injixo helps contact centers to conveniently forecast for all contact channels including calls, chat, email, and social media.
The all new automatic injixo forecast is designed to allow contact centers to reduce the effort and complexity in forecasting on a modern and intuitive user interface. It allows planners to instantly calculate forecasts 365 days with zero effort on every call data import.
"With the help of injixo a client was able to save up to £244,000 per year on staffing costs and achieve an overall improvement of service delivery by 39 percent."
Today, the scope of definition and usage of a phone is much evolved. Incidentally, solution providers need to deliver services via multiple channels such as email, web chat, and social media. injixo addresses scheduling challenges which come with multi-channel requirements, with their advanced scheduling tool for multiple skills, concurrent chats or customer contact via social platforms. In fact, optimised scheduling is the heart of effective workforce management. With an on-the-day management tool, injixo workforce management platform allows planners to view and amend agent schedules by simply ‘drag-and-drop,’ while maintaining staffing coverage to meet KPIs.
injixo helps contact centers to efficiently meet their service level and do more business while lowering costs and reducing planning efforts
Scheduling is all about putting the right agents with the right skills in their seats at the right time to consistently deliver great customer experience – all with maximum efficiency and without burning out staff. injixo’s advanced optimised scheduling engine, allows contact centers to schedule their agents in several ways that suits the various working arrangement that they may have with them.
Intraday management dashboards are yet another feature of injixo’s workforce management platform which provides insightful feedback to planners and executives by obtaining relevant metrics to react when the forecasted values and the actual volumes differ. Additionally, the system offers powerful dashboards to allow contact centers to monitor their agent’s adherence to scheduled activities in real-time.
injixo Me, an agent self-service portal, enables agents to view shifts, swap shifts, bid for shifts, request vacations, and get schedule reminders on their smartphones.
injixo has an entire department dedicated to customer success. Every new user partners with a Customer Success Manager so that they can achieve their goals efficiently in the fastest possible time.
One recent example of customer success: with the help of injixo a UK client was able to save up to £244,000 per year on staffing costs and achieve an overall improvement of service delivery by 39 percent.
injixo is currently experiencing impressive growth globally focusing on cloud technology. The firm offers integrations with many of the world’s leading contact center technology platforms and most recently with high growth cloud based contact centre solutions such as TalkDesk, Five9 and NewVoiceMedia. The ongoing rapid evolution of communication is likely to continue, and injixo is excited to address them with their cost-effective WFM solution that power modern communications and excellent customer service.