EmPlex^® is a web-native employee management application that yields important benefits contact centers of all shapes and sizes

• Increased Agent Productivity

Properly balancing productivity (customer care labor utilization) with service levels (average queue time and abandonment rate), is the core challenge facing every contact center. The EmPlex^® scheduling and monitoring functionality gives contact center managers minute-by-minute knowledge and control to effectively maximize productivity while ensuring target service levels are achieved.
• Improved Employee Communication
  Contact centers are dynamic organizations, always chasing the independent variable known as inbound contact volume. Schedule adjustments, shift changes, new client information, new product information, and numerous other 'on the fly' changes require on-going communication to, from, and among contact center personnel. The robust communication mechanisms within the EmPlex® application help to ensure everyone in your contact center is on the same page.

• Reduction of Non-compliance Exposure
  Compliance is always less costly than non-compliance. In today's highly regulated, litigious business environment, any omission of compliance in your operations can create significant and costly exposure. The human resource functionality within EmPlex^® helps you limit the exposure associated with non-compliance.

EmPlex^® goes beyond traditional workforce management applications by enhancing the productivity of a broader range of workforce-related functions, including

• Staff Recruitment and Selection
  EmPlex^® starts the staffing process with an on-line application tool, fully integrated with your existing corporate web site. Once agents are hired, their application information is reassigned to the employee database within EmPlex®. Moreover, additional demographic data can then be added to create employee profiles. These profiles can be comparatively analyzed with agent scorecard data to draw conclusions about the demographic profile commonly shared by your best performing agents.

• Staff Levels and Scheduling
  EmPlex^® contains a scheduling system designed to take full advantage of telephony systems, without direct database integration. EmPlex^® is designed to perform scheduling in a mixed-media/contact channel environment. In addition the ability to create non-volume based shifts makes the EmPlex® scheduling system a great alternative to a time consuming and complex workforce management system.

• Contact Center Monitoring
  With proper integration between EmPlex^® and your contact center telephony platform, the contact center monitoring function within EmPlex^® will provide a robust set of real time data associated with your incoming queue, agent states, actual vs forecast contact volume, agent productivity, and others.

• Staff Development (eLearning)
  With the ability to create custom-training content and self-graded exams, the EmPlex^® training section is a very powerful and useful tool for keeping your workforce current with the latest knowledgebase content and expertise.

• Employee Communications
  EmPlex^® improves the flow of communication by including the features of sending and receiving e-mail, posting announcements, and a comprehensive company directory within the same interface. This communication feature uses standard POP and SMTP protocols for sending and receiving messages within the application. In addition, agents have full view of schedules, available shifts, and other company-wide communications.

• HR Administration
  EmPlex^® includes a number of important Human Resources (HR) elements to help ensure compliance with State and Federal laws. Included in these elements are payroll and title information, disciplinary actions, compliance documentation tracking, and emergency contact information.