Why ISC Workforce Management?
ISC Workforce Management combines today’s most advanced forecasting and scheduling technology with the world’s most successful and familiar user interface – the Internet browser.
Use Easily from Anywhere via the Internet
ISC Workforce Management was developed to use the world’s most successful user-interface – the Internet browser. So ISC WFM is easy to implement, learn, and use – no complicated installation programs or proprietary hardware.
You always have the most-up-to-date version of the product. At no extra charge, contact center managers and agents may access Irene securely from multiple sites within your organization or from any location with Internet access.
Build Schedules that Match the Needs of Your Business
The ISC Optimization Engine sets new benchmarks in schedule efficiency. It maximizes use of your available workforce while supporting agent preferences, service performance goals, and work rules related to company policies and other regulations. Unlike many systems, ISC WFM does not force you to define standard “shifts” which are then “shoehorned” into workforce schedules.
Benefit from Adaptive Technology that Adjusts to Your Contact Center
Every contact center is unique. Yet most standard workforce management algorithms treat all contact centers as the same. ISC WFM’s adaptive algorithms evaluate system results over time and adapt forecasts to the dynamic characteristics of your changing call/contact patterns.
Provide Your Agents Access at No Additional Charge
Now you can empower agents to handle tasks for themselves such as trading tours, revising schedule preferences, and requesting days off. Increase agent satisfaction and reduce clerical hours.
Build Multi-Service, Multi-Site, Multi-Skill Schedules
ISC WFM understands how your center can evolve and what you’ll need to adapt. ISC WFM aids and supports a seamless transition from a single-site, single-service operation to a multi-site, multi-service center with a multi-skilled workforce.
Export Data to the Desktop Easily
ISC WFM supports access to your data at all times in numerous formats. ISC WFM provides easy ways to export your center’s contact data to familiar desktop tools such as Microsoft Excel and Word.
Enjoy Freedom of Choice with Open Standards
Technology changes fast. Because ISC built and continues to develop ISC Workforce Management with widely-supported standards, you can be assured that your investment will remain current and increase in value over time. ISC WFM’s customers are not charged for system and standard feature upgrades.
Select from Flexible Purchase Options
Flexible purchase and Internet delivery permit you to use the ISC WFM service with low up-front costs. With our pay-as-you-go pricing, your initial capital investment is modest — so getting started with ISC WFM is easy. We’re confident that ISC WFM will both accommodate your budgetary constraints and measure up to your toughest quality standards.
Receive Support from People Who Know Contact Centers
When you need help, the people you speak with at ISC will understand your issues and priorities. We understand your technical needs. We support your mission to deliver the highest quality customer service at reasonable cost. ISC becomes a part of your Workforce Management team whenever you need us.