The daily management of your team, tasks, and targets can be a lot to handle. With so much on your plate, operational oversights can happen easily.
Take the guesswork out of your resource planning with OPX.
With our centralised Team Manager Console, you have total visibility over your day-to-day operations. Our intuitive dashboards provide an overview of every employee’s performance – including their transactional and non-transactional times – regardless of location and you can build your own dashboards or widgets to suit your organisation’s way of working and required KPI’s.
Get clarity on your internal resources, so you always have the appropriate skillsets to meet service demands. OPX provides real-time information on service demand and agent availability at department and role level, allowing a greater level of dynamic flexibility and intelligent automation to maximise workforce capacity potential.
Our trailblazing software evaluates the content you receive across all communication channels to classify cases by priority, then automatically assigns them to an available agent with the right skills to complete the task effectively and efficiently: improving quality and compliance and reducing complaints, agent stress levels and your need to manually allocate cases
Alongside automating repetitive actions and communications to free up resources, OPX can analyse individual employee performance to the most granular level, so you can identify productivity gaps and effectively utilise all resources to their full capacity.
Keep tasks running on time. Our trailblazing AI software optimises workloads in real time, ranking cases by priority to ensure they are handled appropriately. Planning managers can fine-tune this intelligent data-driven allocation to suit the needs of the business with the touch of a button.
OPX provides real-time operational insight on demand variations alongside supply estimations across your resources, which can be compared to historical data to accurately project future demand. Make continual capacity planning adjustments – without needing to wait days for MI.
Get your team working at full efficiency. Manage caseloads, create unlimited skills-based workflows, and automate task allocation. Continuously access live data through a single management platform to utilise existing latent capacity.
Balance optimal operational output with sufficient team training. OPX offers a vast range of quality, in-depth metrics on the case completion rates and working times of every individual you manage so you can identify training opportunities based on performance data.
Ensure your highest-priority cases are completed first – even if they came in seconds ago. OPX identifies automation opportunities, distributes cases across your team, and assigns complaints and complex cases directly to your team leaders.
Once our experts understand your business and workforce needs, we can have OPX up and running in as little as six weeks.
Use our bespoke ROI Calculator to find out the difference OPX could make in your organisation today.