SuccessKPI announced its new AI-powered Workforce Management (WFM) solution as part of its unified AI-powered data platform, which will enable more precise traffic forecasting and staffing for contact centers.
This is possible with the new AI Forecasting capability which predicts customer traffic and required staffing in 15-minute intervals. As a result, contact centers can schedule more efficiently and improve ROI.
"With the help of AI/ML, our Workforce Management solution synchronizes the customer journey with the contact center agent experience by capturing and exploring the customer interaction data to illuminate granular traffic patterns before they emerge," said Dave Rennyson, CEO of SuccessKPI.
SuccessKPI's platform combines AI, analytics and automation to improve SLA performance, reduce manual reporting time, and increase agent productivity. The platform works with any contact center provider, whether cloud-based or on-premises. It also provides an easy, stable onramp to AI for legacy contact centers, saving them from investing in a full cloud migration.
Generative AI enhances demand forecasting by using advanced Large Language Models (LLMs) to analyze large volumes of historical data, such as customer behavior, sales records, and external factors like economic indicators and seasonality. By considering multiple variables and complex relationships, these models deliver more accurate forecasts.
SuccessKPI’s deep learning algorithms help operators create precise forecasts by automatically detecting trends and anomalies in traffic. Automated scheduling tools improve agent workflows, boost employee satisfaction, and ensure optimal staffing to meet customer expectations. Real-time staffing adjustments are easily managed, and agents can request and track schedule changes, such as time off.
All workforce management (WFM) data is centralized, with pre-built data connectors to over 180 CX platforms, meeting high-security standards.
