Inteam is a comprehensive workforce management solution designed to optimize contact center operations. It enables businesses to plan agent shifts based on predicted workloads and agent preferences, thereby enhancing operational efficiency. The software offers highly accurate demand forecasting, with algorithms that analyze interaction data across all channels to predict workload with over 95% accuracy, ensuring the right number of agents are available. Inteam balances call center activity volumes, maintaining service levels during peak and low periods through optimal scheduling. It automates agent shift management, adhering to labor laws and employee preferences, and can handle rotating shifts and special schedules. The platform boosts employee satisfaction by allowing agents to specify preferred hours, swap shifts, and opt for overtime or breaks via a dedicated portal and mobile app. Real-time monitoring is facilitated through a customizable dashboard that compares current activities against forecasts and allows for individual agent performance tracking. Inteam offers native integration with Inconnect for enhanced forecasting and data-driven decisions, as well as agile integration with other contact center systems via API. Key features include automatic predictions for staffing needs, multichannel interaction distribution, an agent portal for shift management, centralized absence management, service level simulation, detailed planning configuration, multiservice and meeting schedulers, and customizable real-time dashboards.

Features & Benefits

• High-Accuracy Forecasting: Predicts contact center activity across all channels with over 95% accuracy, considering agent skills, holidays, and seasonality.
• Automated Shift Management: Plans shifts automatically, respecting labor laws and employee preferences, including rotating shifts and special schedules.
• Agent Portal & Mobile App: Empowers employees to specify preferred hours, swap shifts, and manage overtime/breaks independently.
• Real-time Monitoring: Provides customizable dashboards to view and compare real-time activities against forecasts, monitoring individual agent performance.
• Multichannel Management: Distributes interactions among agents across all service channels.
• Service Level Simulation: Combines shift plans and interaction forecasts to predict outcomes.