Call Recording Center

Workforce Management Made Easy and Affordable...

Our workforce management software products are the most affordable and complete software tools available for managing your small to medium sized inbound call center. Design and maintain your call center for optimum agent productivity and ideal customer service levels with our easy-to-use call center management software.

AgentTime™ Scheduler is an affordable new call center scheduling software solution designed specifically for the small or medium sized call center. AgentTime includes our Call Center Designer and SimACD software and uses the optimum number of agents for each time period in the work week to create agent employee schedules from a database of agents, shift definitions, agent availabilities, and preferences that you maintain. Are the $50,000.00 price tags of other call center workforce management systems simply out of the question? If so, then take a look at AgentTime!

• Forecasts staffing from either an Erlang formula or from our one-of-kind SimACD simulation algorithm.
• Incorporates shifts of any definition, non-phone work, optimal placement of lunches and breaks.
• Prints agent schedules or formats them into HTML for viewing on a website or server drive.
• Takes into account agents’ preferences in shift assignment.
• Allows easy changes to agents' schedules after the agent group schedule is created.
• Includes the most powerful staffing analysis and forecasting tools in the industry: Call Center Designer and SimACD.

Call Center Designer™ puts you in control of planning the number of people and inbound lines you need for any call volume and desired level of service. You tell Call Center Designer your call volumes, average call lengths, service level goals, and call center costs. Call Center Designer tells you how many staffed agents and inbound lines you need for each time period in your workday. Call Center Designer’s performance predictions inform you how well your call center is doing, and how well it can do, by week, day, hour and minute.

SimACD™ is an exciting add-on module to Call Center Designer. You can now test and try out different numbers of agents and inbound lines in a computer simulated automatic call distributor (ACD) before actually implementing them in your call center. SimACD compresses a day's worth of call traffic into a short period of time by representing each second of a day with a few microseconds of computer time. Calls randomly arrive in a "virtual" call center created in the computer and are answered by agents, queued, met with busy signals, overflowed, or abandoned depending on the parameters, agent/trunk combinations, and call volumes you define for your call center.

What if...

• ...I want to change my service level?
• ...someone wants unexpected time off?
• ...the agents need to collect additional information?
• ...I want to project my staffing requirements for the holiday?
• ...the staff is reduced/increased by one?
• ...additional after call work is required?
• ...adding another client? How will that call volume impact your center?
• ...?

Now you can precisely determine how your center will be impacted.

Billing for additional services provided can be more accurately calculated.

Not to mention the ability to easily, and accurately, scheduled your center and share that schedule with your agents.

Learn More

Iif you have questions about workforce management or call recording, Contact Us for a no-obligation consultation with a call recording expert.