Inteam Reviews & Product Details

Optimizes and motivates your teams with advanced work planning Strikes the perfect balance between workload forecasted across all channels, level of service you need, and your agents’ preferences. Advantages of Inteam >95% accurate automated forecasting. Algorithms automatically determine the ideal number of agents considering the multichannel activity history, seasonality, trends, and intraday distribution. Optimized shift planning. Allows you to easily and visually organize the schedule for your team and lines of business. You can monitor each agent’s performance with custom dashboards. Forecast adapted to your business. The calculation applies working rules, being able to consider rotating shifts, agent skills, vacation time, holidays, and contract exceptions. Agent portal and app for employees. Your teams can indicate their scheduling preferences, automatically trade shifts with their peers, and access overtime and optional breaks. Contact center integration. Boasts native connection with Inconnect and can be easily integrated with third-party contact centers, facilitating data extraction and making even more accurate forecasts. Real-time service level supervision. Allows you to review contact center activity and compare it with the forecast. Facilitates visualization of service level fulfillment to make proactive decisions. Applications Adaptation of schedules and allocating personnel during peak demand. Immediate adjustment implementation in response to operational issues or saturation thanks to live dashboards. Agent shift swapping to reduce operational load. Automated organization of shifts considering vacation, time off, and skills. Planning meetings and training sessions for less busy times. Technical characteristics High-precision forecasts Automatic calculation - Calculations for all kinds of interactions and annual, monthly, weekly, and daily operation times. - Impact tracking and forecasting for special days for each line of business. - Automated intraday distributions. Multiservice planner - Automated programming of support segments between business lines. - Planning meetings for the best times. Service level simulation - Results prediction combining shift schedules and forecasts. - Shift scheduling strategies to achieve better coverage. Planning based on operational priorities Agent portal and mobile app - Flowing communication between agents and company. - Scheduling preferences register. - Shift swapping between peers without supervision. Configurations adapted to the business - Priority services and work schedules by service. - Maximum and minimum number of agents per service and per schedule. - Target level of service and abandonment rate per service. Custom dashboards - Dashboards for each profile by type of service or agent group. - Minute-by-minute agent status by month, week, or day in a single view. - Definition of adherence and non-adherence statuses.