Operational Intelligence Software Suite
No matter how efficient a customer contact centre or front office is, the overall customer experience, compliance and operational efficiency depends increasingly on the performance of the back office operations.
eg operational intelligence®
Cloud based and modular by design the eg operational intelligence software suite is considered the most comprehensive workforce optimisation suite for back office operations backed by over 25 years of industry experience.
Used by many leading companies in multiple sectors including financial services, BPO services, utilities, and government, eg operational intelligence is proven to improve customer service, operational efficiency and compliance while reducing costs by creating additional capacity from existing resources.
Real-time Work Management
Monitor operations and meet SLAs
The eg operational intelligence software suite uniquely supports real-time work management allowing ‘line balancing” across multiple locations and channels.
All work items, irrespective of channel, are automatically assembled in real-time into a centralised queue identified by type, priority and estimated process time based on pre-defined and configurable rules.
In-depth, real-time, historic and predictive management information helps forecasting, capacity planning, quality, operations, compliance and customer experience professionals gain more insight to monitor and meet targets leading to increased productivity, profitability and compliance.
Strategic Planning and Forecasting
No more spreadsheets
eg forecasting, with integrated capacity planning solutions, represents a step change in operational forecasting and simulation.
Designed to simulate and model future demands on volumes, service level agreements and resource capacity. Once implemented forecasts models can be measured against live operations to enable ‘in flight’ adjustments to ensure optimum efficiency.
eg forecasting is a next generation multi-user forecasting application enabling all contributors to contribute to a single forecast model removing the reliance on multiple version spreadsheets being emailed between departments.