Clarity by Uptivity is a contact center workforce management (WFM) solution that enables easy and efficient agent scheduling, staffing the right people, with the right skills, at the right time of day. We’ve designed an intuitive, user-friendly WFM tool that’s fully integrated with Discover, Uptivity’s workforce optimization suite, enabling the sharing of data among components and providing a comprehensive view of your entire contact center operation and customer interactions. Clarity is also available as a stand-alone workforce management product.
- WORKFORCE MANAGEMENT FORECASTING & SCHEDULING - Maximize service levels while minimizing costs by scheduling staff when and where they are needed most. Clarity’s powerful algorithms analyze historical data to identify and forecast call patterns. Schedules are then generated to meet service goals and ensure optimal coverage.
- INTRADAY MANAGEMENT - Making real-time decisions is a must for contact centers. Custom triggers in Clarity enable quick, decisive action by detecting issues before they impact service levels.
- AGENT EMPOWERMENT & COMMUNICATION - Empower agents through self-service schedule requests to increase agent satisfaction, reduce attrition and reduce supervisor costs by leveraging automation.
- WORKFORCE MANAGEMENT REPORTING - Reporting within Clarity allows organizations to identify areas for operational improvements and cost savings. Visibility into staffing trends and performance provides the opportunity to uncover opportunities for streamlining labor usage.
- DASHBOARDS - Effective management relies on access to clear and concise data. Clarity delivers live operational data, so management can stay current with changing performance metrics.
- EXTERNAL INTEGRATIONS & TOOLS - Clarity uses the latest Web 2.0 standards, allowing for sharing of data with third-party applications. Maximize your existing infrastructure investments by leveraging pre-built integrations or export to common file formats.
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