Working with Google Cloud, UJET, a contact center platform provider, today introduced the UJET WFM workforce management suite.
Natively available within Google Cloud Contact Center AI Platform, UJET WFM offers forecasting, scheduling, and real-time adherence monitoring.
"Managing a contact center has become much more complex in recent years due to the rise and proliferation of a distributed workforce, resulting in the need for more innovative workforce management tools," said Vasili Triant, chief operating officer at UJET, in a statement. "UJET WFM powers the modern-day contact center with real-time data and analytics to optimize staffing, support omnichannel workflows, reduce manual labor, and strengthen agent satisfaction. We're excited to offer these capabilities, both to our customers and to Contact Center AI Platform customers, as they seek to streamline operations and improve their customer and agent experiences."
"The interest and adoption we've seen over the last year with Contact Center AI Platform from our customers has been incredibly strong," said Yariv Adan, director of cloud conversational AI at Google Cloud, in a statement. "Our customers are gaining significant operational efficiencies from the platform, but forecasting and scheduling are still frequently manual processes. With Contact Center AI Platform plus WFM, we will help them become even more efficient while also harnessing business intelligence to improve their customer experience as well."