Remove the limits. Achieve more.

In today’s complex and competitive business landscape, using technology to maximize your business productivity creates the platform to realize true business success. Business productivity applications ensure that organizations have the tools to overcome the challenges of executing on strategy every day, and accelerating marketplace success.

To boost business organisations’ productivity, Outcess takes an enterprise- wide approach to build an empowered and agile workplace that maximizes employee output and satisfaction, and delivers sustainable value to customers.

Business Productivity Solutions

Our Business Productivity solutions are designed with the organisations strategic priorities in mind, while ensuring that they are built around the users to multiply the synergy between process, platforms, people and outcomes. By so doing we enable our Clients to:

Connect teams and improve collaboration
You will eliminate “corporate silos” that effectively cut off communication because employees can utilize technology to reach out to others and collaborate throughout the organization.

Monitor business productivity and employee progress on goals
Business productivity applications enable managers to more easily track progress during every phase of goal completion and offer immediate reinforcement or coaching to keep performance and deadlines on track.

Create an open and communicative environment
By centrally locating the performance appraisal information within a formal online framework, managers can more easily communicate business strategy and create measurable goals for their employees that will support overall company objectives.

Analyze performance
Our Business Productivity solutions provide advanced reporting and business analytics capabilities to help you gain a deep understanding of business performance, customer preferences, and market trends. The resulting insights can be used collectively to improve performance.

Institutionalize process excellence
Using technology that establishes built-in workflows twill trigger a process-centric approach towards information seeking and sharing with role-based access.

Our Business Productivity solutions include:

Workforce Optimization

Outcess offers Workforce Optimisation solutions designed to help organisations of all sizes reduce operating costs, improve performance, identify revenue opportunities, competitive advantages, and transform the customer experience. Our portfolio of integrated Workforce Optimisation solutions can work in different functional areas or across your entire organisation.
Powered by Aspect® Workforce Optimisation, we offer a cloud-ready suite of best-in- class products to efficiently guide your workforce planning, scheduling, management, recording, surveying, coaching, eLearning and analytics. With an intuitive graphical user interface, Aspect® Workforce Optimization features tightly integrated solutions, enabling organizations to improve employee productivity, identify performance gaps, deliver targeted coaching, and effectively forecast workloads and schedule staff.

Capabilities

The Aspect Workforce Optimization platform easily lets you:
Workforce Planning and Forecasting

  • Accurately forecast staffing needs based on current demand, potential demand and staff characteristics.
  • Design complex schedules that ensure omni-channel service across all resource teams, departments and geographies.
    Provide managers in-depth, real-time views and control over workforce planning schedules to avoid overstaffing or understaffing.
  • Blend back office and front office labor for higher utilization and service levels
  • Test trial schedules before making the best schedule official

Customer Experience Analytics

Customer First

Continuous Performance Improvement

  • Create cohesive, comprehensive views of employee performance based on real-time data from ACD, workforce management, quality management and other systems.
  • See performance trends across dimensions, over time, or as they occur, with reports tailored to each type of user from employee to the executive.
  • Allow supervisors to understand the root cause of performance issues across employees, teams, departments and time.
  • Use pre-defined KPIs or easily create your own without IT intervention.
  • Automate and track coaching based on KPI thresholds or achievement.

Make smarter operational and strategic decisions.

  • Obtain a detailed view of customer expectations and agent performance with speech, text or desktop analytics.
  • Extract deep, meaningful business intelligence directly from all recorded< voice, text and desktop interactions for actionable insights.
  • Capture 100% of customer/agent speech and text interactions giving each agent a complete customer communication history for faster and more effective customer service.
  • Capture agent behaviour and procedural compliance – including application usage, idle time and more.
  • Use real-time speech analytics to monitor customer conversations and provide desktop guidance and supervisor alerts.
  • Use agent interaction data to create immediate and relevant coaching opportunities.
  • Put customer and agent metrics into context by synthesizing with CRM data, agent performance and agent workforce planning and analytics
  • Create a holistic view of what’s driving your customer experience results so that you can make smarter operational and strategic decisions.

Advanced Quality Analysis

Aspect Workforce optimization

Advanced Quality Analysis

Don’t wait to see a post on Twitter about how your customer requests are – or aren’t – being met. With Aspect’s Workforce Optimization platform, you can take a deep view into the activities at your call centre:

  • Capture 100% of interactions with full-time, encrypted voice and screen recording.
  • Extract valuable insights after the call and provide immediate coaching for agents by turning the recording into a training module.
  • Get a comprehensive view of agent quality from the perspectives of customer, supervisor and agent.
  • Evaluate and calibrate agent quality with easy-to- use scoring calibration system.
  • Create and administer web-based post-interaction surveys that capture
    customer attitude and satisfaction as an integrated part of the history.
  • Use powerful analytics capabilities to automatically categorize calls based on content, metadata, agent performance and customer attitudes or behaviours.

Office 365

Get the most secure Office for your business

Access files anywhere—online or offline

Office 365 is a subscription based suite of business productivity applications enabled over the Internet (cloud services). The application features dedicated email hosting, communication, collaboration and meeting facilities as well as OneDrive, a high volume online storage facility.

The Office 365 online plans are a great choice for business productivity, and are designed to work with the latest version of Office, Office 2013, and Office 2011 for Mac.

Skype for Business

Save money, stay connected and work smarter

Collaborate with anyone on any device

The bedrock of team collaboration is communication and successful communications require the right tools. With Skype for Business you can simplify your communication infrastructure with one platform for calling, conferencing, video, and sharing. Skype for Business offers reliable devices to customize and enhance your experience—whether you’re in your office, in a conference room, or on the go. Thereby keeping your teams virtually connected and giving them the ability to share and collaborate- anytime and anywhere.
Skye for Business offers four critical functionalities namely:

Connect with your team anywhere using mobile apps across Windows, iOS
and Android, or bring remote participants into meeting spaces of all sizes with Skype for Business Room Systems and Surface Hub.
Work like you are all in one room, even when you are not. From collaborative
team sessions to large broadcasts or dialing into a conference using your
phone, Skype for Business is designed for all your meeting needs.
Make, receive, and transfer business calls in the office, at home, or on the
road using phone, PC, and mobile. Increase agility and consolidate
management with voice services.
Get end-to- end security, control and compliance that span from the user to
the enterprise. All powered by the on-demand scale and manageability of
Office 365.

To find out more, and learn how Outcess can help you do more, faster

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