NeuralAct Introduces Enhanced AgentCARE.NeuralAct, Inc., a software development company that concentrates on the design and implementation of call center software, announced Release 5.3 of its AgentCARE Workforce Management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. Suite. AgentCARE v.5.3 integrates NeuralAct's Call Center Workforce Development and Workforce Management products, utilizing a shared central database for call center and agent data. The database is updated by each module and supplies the data for scheduling the appropriately skilled agents to the right queue at the optimal time, The Workforce Development module provides management with an integrated call center employee management system that assists in recruiting and qualifying new agents and assessing the knowledge and skill levels of both new and current agents. The Workforce Management System utilizes sophisticated artificial intelligence technologies (e.g., Neural Networks neural network or neural computing, computer architecture modeled upon the human brain's interconnected system of neurons. Neural networks imitate the brain's ability to sort out patterns and learn from trial and error, discerning and extracting , Genetics genetics, scientific study of the mechanism of heredity. While Gregor Mendel first presented his findings on the statistical laws governing the transmission of certain traits from generation to generation in 1856, it was not until the discovery and detailed study of and Fuzzy Logic fuzzy logic, a multivalued (as opposed to binary) logic developed to deal with imprecise or vague data. Classical logic holds that everything can be expressed in binary terms: 0 or 1, black or white, yes or no; in terms of Boolean algebra, everything is in one set or ) to develop accurate contact volume predictions. The process automatically detects historical patterns and trends and allows the AgentCARE Forecast Manager to provide accurate predictions of expected future contact volumes without the user having to work with complicated statistical formulas. These technologies are applied to both contact volume forecasting and agent scheduling. AgentCARE v5.3 is integrated with industry-leading PBXs and ACDs for real-time agent adherence adherence /ad·her·ence/ (ad-her´ens) the act or condition of sticking to something. immune adherence monitoring. This facility provides management with the real-time service level status, "balance of day" adherence predictions and the ability to analyze multiple scenarios using an easy-to-use graphical interface See GUI. . |
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