U-WFM from IPI. Contact Centre Workforce Management in the Cloud. Consulting DATA SHEET DELIVERING BEYOND TODAY.

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1 DATA SHEET Consulting U-WFM from IPI Contact Centre Workforce Management in the Cloud T +44 (0) E ipi.info@ipintegration.com W ipintegration.com

2 WHY USE WORKFORCE MANAGEMENT FROM U-WFM? The U-WFM software platform has been designed and built by a team of Workforce Management professionals that have worked in contact centres across many industry sectors. This collective experience has resulted in management software that concentrates on the fundamentals of Workforce Management software; accurate forecasting, time & attendance management and efficient, optimised scheduling. U-WFM is a no risk, no set up cost, workforce management solution. The intuitive interface makes the platform perfect for end-users utilising workforce management software for the first time and will also be familiar to seasoned professionals. The system is cloudbased and runs entirely through a web browser. This low impact set up makes the platform perfect for companies seeking a quick turnaround in staff performance and costs....were able to quickly identify the issues we had with our existing approach to resource planning and scheduling. A dedicated Account Manager guided us through the process and the easy to use software did the rest. The impact was instant and we continue to see improved results. More importantly, customers are now handled quickly and first time in most cases. GARETH HOCKEY OPERATIONS MANAGER, ALPHAROOMS.COM

3 Forecasting The forecasting tool will not only help you handle typical contact centrerelated challenges faced day-to-day but also non-typical peaks and special events. All forecasts can be edited in graph form as well as making wholesale adjustments in response to particularly busy or quiet periods. This enables full visibility of call centre resource, opportunities & efficiencies. WFM software cuts through forecasting trial and error that is frequently seen in Excel based models with a simple system that will allow a user to complete a resource forecast for a week in just a few minutes. It is also possible to create a forecast model for up to 10 weeks at a time. Forecasting in this way means that it is possible to create a forecast for a 10-week period in under 10 minutes. Forecasts can also be exported directly in to MS Excel allowing custom reports to be made with ease. Scheduling Our simple yet powerful technology provides a staff scheduling system which gives you full control. It includes rotational shift planning along with outstanding agent & call representative optimisation as standard. You can drag and drop any part of an agent s shift or add activities at any time. As all activities can be locked or unlocked, you can re-schedule around added activities meaning the schedule is always as efficient as it can be. Setting up working rules for call centre agents is easy and shown graphically. This removes any frustrating guesswork in the shift building process! Holiday and Activities U-WFM has a comprehensive holiday management system that simply requires a few clicks to authorise or decline requests. Agents can access their account from anywhere with an internet connection to request holidays. Any other activity, such as meetings or training can be added individually or in bulk. An unlimited amount of custom activities can be created, so scheduling any tasks that are unique to your organisation is easy. Each custom activity can be given its own colour code on the schedule too, meaning that they are simple to identify for every user of U-WFM from administrator to manager and agent. All exceptions are taken into account at the time of scheduling to ensure an efficient as possible schedule.

4 Agent Portal Most Workforce Management solutions only allow agent access through an internal intranet. U-WFM allows agent access from anywhere with an internet connection using any web browser and through mobile devices. The agent portal allows your call centre agents to view all the information they need regarding their work patterns. They can view their shifts, activities, holiday allowances and request holidays. This works extremely well for when agents have been on holiday. Often agents have forgotten what their shifts are and exactly when they are due back at work. This causes further inefficiencies. U-WFM enables them to quickly see what shift they have from anywhere. This is just one very small example of how absences will be improved in your call centre. The Agent Portal is updated in real time, meaning that as soon as an administrator has updated a schedule, the agent will be able to see it. If there is a lot of unexpected absence on a day, simply reschedule all agents that are due to be working on that particular day for an up-to-the- minute optimised schedule, and re-publish. The agent can see new times for their activities instantly, helping you to maintain the highest service level as possible at very short notice. Key Business Benefits More efficient use of agent population through better matching of work time to customer demand, across multiple skills Improved scheduling of off-phone tasks into what would otherwise have been idle time Reduced overtime requirement Reduced sickness and attrition through better balancing of workloads and agent empowerment Increased productive time through real-time tracking of agent adherence to schedule Reduced administration time for the staff producing and maintaining forecasts and schedules Reduced administration through automated holiday booking and processing

5 SUPPORT AND UPGRADES We re on hand to offer any support you need and due to the nature of our cloud solution can have you up and running in no time. Typically, you will be forecasting and scheduling by the end of your first day of the free trial. As our team are all from a contact centre background, and have worked in all industry sectors from financial services through to the public sector, we can offer comprehensive site visits to help you set up the system, and give a health check to your current resource planning methods. Maybe you don t currently have any specialised contact centre resource planning at all? We can help to set this up for you to make sure you get the best possible start. As with most software providers, we are constantly making improvements to the software and adding new features. New versions of the system are uploaded in the middle of the night when no users are logged in to the system. What this means is that all it takes to be using the latest version of the system is to clear all the history from your browser. That s it. No upgrade charges, and all done instantly with no installations whatsoever.

6 CHANGE TODAY AND YOU CHANGE TOMORROW The way we communicate continues to change at pace. Tomorrow has never looked so different from today. IPI is here to keep your business in touch with its customers. With innovation in our DNA, we deploy pioneering solutions to help create the smartest, most efficient Contact Centres in the world. Optimised hubs that offer a more satisfying, more cost-effective customer experience. And just as our offering is complete, so too is our support. Helping you to not just prepare for what s to come, but to embrace it. Our team of experts understands the technical, commercial and organisational challenges contact centres face and offers a wide range of solutions that help organisations overcome them to increase effectiveness, efficiency and customer satisfaction. Our customers range in size from 30 to 10,000 seats, such is the flexibility and scalability of our solutions, and are split across many vertical markets including finance, insurance, retail and distribution, public sector, transport and travel, and entertainment and leisure. In addition, IP Integration meets BSI standards in Quality Management, Environmental Management and Information Security Management. Headquartered in Reading, and with offices in Manchester and Edinburgh, IP Integration is a leading independent contact centre systems integrator. We partner with many leading vendors, including Avaya, Verint, Microsoft and VMware. We also develop in-house bespoke applications that support end-to-end contact centre deployments, from network service provision, through systems design and deployment, to application development and postimplementation service and support. Change your tomorrow, today. Get in touch. T +44 (0) E ipi.info@ipintegration.com W ipintegration.com