The UJET WFM is expected to deliver highly precise forecasting, scheduling, and real-time adherence monitoring to enhance remote contact centre agent performance, satisfaction, and the overall customer experience

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UJET collaborates with Google Cloud to launch UJET WFM. (Credit: The Pancake of Heaven!/Wikimedia Commons)

Cloud contact centre platform UJET has announced the launch an intelligent workforce management suite called UJET WFM in collaboration with Google Cloud.

The new workforce management suite is also available natively within Google Cloud Contact Center AI Platform, said UJET.

With UJET WFM, the firm said that it has introduced new business intelligence solutions for the contact centre industry.

The new suite is expected to deliver highly precise forecasting, scheduling, and real-time monitoring of adherence to enhance the performance of remote contact centre agent along with satisfaction and the overall customer experience.

UJET chief operating officer Vasili Triant said: “Managing a contact centre has become much more complex in recent years due to the rise and proliferation of a distributed workforce, resulting in the need for more innovative workforce management tools.

“UJET WFM powers the modern-day contact centre with real-time data and analytics to optimise staffing, support omnichannel workflows, reduce manual labour and strengthen agent satisfaction.”

With advanced forecasting and actionable insights for intraday changes in performance that suit a contact centre’s requirements, the intelligent workforce management suite will allow contact centre leaders to better equip for fast changing operational requirements and staff accordingly.

By replacing siloed systems, UJET WFM allows service leaders to enhance resource management and service standards and remove friction and discomfort for customers.

UJET said that both UJET WFM and Contact Center AI Platform + WFM are simple to use, easy to install, and scale with a company’s specific needs.

Besides, customer service providers of all sizes are expected to future-proof operations with UJET and Google Cloud.

Google Cloud cloud conversational AI director Yariv Adan said: “The interest and adoption we’ve seen over the last year with Contact Center AI Platform from our customers has been incredibly strong.

“Our customers are gaining significant operational efficiencies from the platform but forecasting and scheduling are still frequently manual processes.

“With Contact Center AI Platform + WFM, we will help them become even more efficient, while also harnessing business intelligence to improve their customer experience as well.”