Sanra Software enters into strategic alliance with Sui Generis Solutions Inc, USA

Sanra Software Ltd has announced that the Company is entering into a strategic alliance with SGS (Sui Generis Solutions, Inc) , USA, a world leading contact center software Development Company to launch and market Contact Point, an award-winning software for workforce optimization. Contact Point is a proven software application for Agent recruitment, training optimization and call centre management.

The concept is similar to CRM (Customer Relationship Management) but instead of looking outwards at customers, it looks inwards at employees, specifically agents working in Contact Centers. "Workforce Optimization" simply means optimizing the effectiveness of employees. There are two components to this. One, workforce Development, is focused on the lifecycle of the employee - hiring and retaining the best agents, assessing them fairly and consistently, and empowering them with the right training and rewards. This is especially important because many Contact Centers have inefficiencies in the staffing process from hiring to separation. The second component involves the daily operations of the Contact Center typically referred to as Workforce Management. This product can forecast expected call volumes and enable managers to schedule the right number of agents. It also integrates with the telephone systems so managers can track important statistics such as how many calls are coming in, how many are dropped, average call times, etc, then make appropriate adjustments. It´s all about developing superior employees so that they can deliver superior customer service.

Source : Equity Bulls

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