OPTIMIZE YOUR WORKFORCE

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1 O UR E X PE RI E NCE I S YOU R R ESOU R C E Loxysoft is a leading provider of systems for Contact Center, Telemarketing and Workforce Management. With more than 25 years of experience in the industry, we offer robust, enterpriseclass solutions, scalable from small to large businesses with omnichannel and multisite environments. We empower companies and organizations to succeed with world class customer service and sales! Loxysoft has 100 employees in five locations; Stockholm, Gothenburg, Oslo, Östersund and New York. The headquarters is located in Östersund, Sweden. The company is owned by the founders, and the venture capital fund Inlandsinnovation, owned by the Swedish government. OPTIMIZE YOUR WORKFORCE

2 USER FRIENDLINESS ProScheduler WFM is robust, enterprise-class Workforce Management system, scalable for your business needs. ProScheduler offers a truly user-friendly experience and will improve customer experience, save administrative time and reduce your over- and understaffing. POWERFUL AND FLEXIBLE PROSCHEDULER WITH LOXYSOFT ProScheduler is a truly user-friendly workforce management system built on customer requirements and feedback over the past 20 years. ProScheduler will offer you and your contact center just the right tool to improve ProScheduler has a powerful optimization engine that creates optimized your customer experience and employee schedules within minutes, offering great flexibility in trying different set- satisfaction, yet at the same time reduce tings and analyzing the effect and cost before publishing the schedules. The unnecessary personnel costs. service level simulation provides instant analyses on estimated SLAs down to 15 minute increments. ProScheduler offers an extensive report package generating relevant Key Performance Indicators valuable for organizational enhancements such as improving performances and customer satisfaction. ProScheduler s Real Time Adherence report and realtime forecasting, offer intraday analyses and adjustments of schedules to fulfill service level agreements. WELCOME TO Loxysoft and ProScheduler!

3 FORECASTING ProScheduler has a truly user-friendly forecasting module that offers various settings to achieve accurate forecasts for each unique operation and channel. Multiple versions of the forecast can be produced in order to analyze staffing needs for different scenarios. The agent s schedule can also be published in applications such as Outlook, ical, Google, Android and iphone. FORECASTING IN ALL CHANNELS The forecast module in divided into different channels to ProScheduler handles both forecast each separate part of the inbound and outbound calls and business. creates target forecasts for noncall Forecasts can be created in activities as well, such as , different scenarios, such as budget chat, back office and social media. forecasts, growth simulations, ProScheduler is integrated to over seasonal variations and market 50 external platforms for automatic trends. Various shrinkage and import of call traffic data. For efficiency parameters can be taken organizations with multiple sites into account in the forecasting or multiple skills, call traffic can be process. OPTIMIZE YOUR SCHEDULE WITHIN MINUTES The cutting edge optimization engine in ProScheduler creates optimized schedules within minutes. Intraday adjustments and single day reoptimization are easily made to handle unexpected events such as absences or changes in call volume. The system can also recommend the most suitable time for meetings and trainings, taking into account the scheduled shifts and the target curve at different times of the day. ProScheduler offers the possibility to simulate service levels per queue, to measure service level fulfilments. ProScheduler also generates overflow reports per queue for selected intervals.

4 AGENTS INTERFACE ProScheduler offers two applications for the agents; a web portal and a real time desktop application. These two interfaces allow the agents to communicate availability, track performance, request vacation, and swap shifts with other agents. TIMEWEB TimeWeb is a web interface for swap shifts with each other, given agents to view their schedules that they have comparable skills. online, communicate availability and The agent s schedules can also be send in requests on timeoff and for published in alternative applications shift bidding. An optional feature is such as Outlook, ical, Google, the shift swap, allowing agents to Android and iphone.

5 REPORTING You can optimize the tool based on your particular needs with various optional reports. Reports help you keep track of late arrivals and early departures, break adherence, scan information and analyze contact center performance as well as individual agents. AGENT PERFORMANCE REPORT The Agent Performance Report PLAYBOOK - REAL TIME MONITORING is a valuable tool for analyzing Playbook is a real time monitoring contact center and individual agent tool customized with different views performance, for coaching and for real time data on agent statuses, calculating performance based occupancy and adherence. The data bonuses. The report includes is presented both graphically and in parameters such as scheduled numbers. Team leaders can easily operator time, talk time, occupancy, follow up on current activities, such adherence, number of calls, AHT as the number of agents logged and more. And it keeps track of late on, available, and on occupancy MANAGEMENT REPORT TIME ATTENDANCE arrivals and early departures as well and adherence in percentage for a The management report presents TimeManager is a perfect tool as break adherence. specific workgroup or for the entire cost reports for schedules based to keep control of worked contact center. on payroll. The management time. TimeManager automates CALL TRAFFIC REPORT report presents the budget the process of managing time The Call Traffic Report is a cost for a planned schedule, a attendance, and enable transfers planning period, or a month. The of calculated payment codes management reports also have directly to the payroll system. When reports on vacation and other TimeManager is integrated with absences. Vacation accruals can ProScheduler, you will have one be set for the personnel, and single system that takes you all the ProScheduler will keep track of the way from forecasting to payroll. comprehensive report package generating informative statistics by handling data from ProScheduler and the telephone system. The report provides relevant information about forecasts in relation to the actual outcome, service levels, abandons, and cost and revenue calculations. ProScheduler is a flexible system, customized to meet your current and future requirements. number of vacation days left for each employee.

6 WHY PROSCHEDULER? Improves customer experience Fast implementation process Reduces over- and Saves administrative time Quick ROI Valuable KPI reports Realtime analysis and control for understaffing Increases workforce productivity User friendly interface intraday management