What is Solution Made Easy™?

Solution Made Easy™ is Your One Stop Workforce Optimization Shop. A tightly integrated, modular suite of award-winning contact center applications, Solution Made Easy™ is comprised of the seven key components essential for workforce optimization: Call Recording, Quality Monitoring, Workforce Management, Performance Management, Speech Analytics, Agent Coaching, and Customer Surveying.

With Solution Made Easy™ you now have the freedom to build your ideal workforce optimization solution – at your own pace! No need to purchase an expensive software package consisting of applications you currently have no use for. With Solution Made Easy™, you can select the best-of-breed solutions you really need and then add additional applications as you grow and evolve.

Developed by Voice Print, Syntora, Pipkins, and Amae Software – four of the contact center industry’s leading software solution providers – Solution Made Easy™ gives organizations of all sizes the opportunity to adopt capabilities that were previously only cost-effective for very large enterprises. You don’t have to invest in an expensive suite package, nor do you have to perform costly integrations or incur exorbitant professional services fees in order to implement the solutions you need.

Benefits of Solution Made Easy™ Workforce Optimization Solutions:

• Manage liability, regulatory compliance, and quality by implementing a Call Recording solution. Effectively manage thousands of hours of recorded agent-customer interactions to strategically meet your operational and information management needs. Empower every department to function on a higher level – from the contact center, customer service, marketing, quality management, to human resources, senior executives, remote employees, and outsourcers.
  
  
• Put an end to time-consuming, manual evaluations. By using a best-of-breed Quality Monitoring solution, supervisors can build custom forms for simple and efficient input of observations on agent performance. The Quality Monitoring solution is an action-oriented coaching function and management calibration vehicle that, implemented properly, dramatically reduces costs while improving agent skill sets.
  
  
• Staff agents based on performance, individual skill sets, and business requirements while honoring complex labor rules, constraints, and employee preferences by implementing a successful Workforce Management solution. Optimize agent scheduling in order to minimize headcount, overstaffing, understaffing, overtime, call waiting time, and other problems.
  
  
• Dramatically improve almost every key performance indicator (KPI) in the contact center. Optimize performance through real-time monitoring and automated agent coaching and training using Performance Management software. Collect data and present real time and historical performance information in the form of dashboards and/or TV monitors to agents, managers and executives.
  
  
• Understand what your customers want, and how your agents are responding to customers by implementing state-of-the-art Speech Analytics software. Automatically capture and derive business intelligence from data buried in each and every call. Mine conversations and quickly identify call trends.
  
  
• Automatically intervene when agents are underperforming by delivering Agent Coaching content in the form of courses, coaching tips, quizzes, training flashes, pre-shift announcements, and bulletins. Deliver multimedia training to agent desktops on a schedule- or rules-driven basis. Deliver training according to agent skill set weaknesses or workforce forecasting and scheduling.
  
  
• Actively monitor customer satisfaction, ensure customer loyalty and improve contact center operations as well as sales and marketing research through the state-of-the-art Customer Surveying solution. This fully integrated software collects and reports on customer-driven information and incorporates performance metrics based on products and processes specific to the customers' experiences. With a proven customer participation rate of 85%, the Customer Survey solution is one of the most advanced post-call IVR survey system available anywhere for workforce optimization and customer intelligence.