Workforce Optimization (WFO) is a unified suite of cloud solutions for capturing interactions and managing the performance of employees across the enterprise. WFO can help you improve customer experience, scheduling, and operational efficiency by providing appropriate staffing levels and empowering employees.
In the contact center, WFO involves solutions with pre-defined workflows that deliver unique information to help enhance contact center productivity and quality.
This includes workforce management, call recording, automated quality management, performance management, speech, text, and desktop analytics and much more.