Irene Workforce Management
Irene® was developed by ISC, the company which has been helping contact centers achieve their workforce management goals for over thirty years.
How Irene Benefits Your Contact Center
- Adaptive forecasting techniques use your actual contact-handling data to provide forecast and workforce calculations more accurate than those based on standard formulas or "simulations" used in other workforce management systems.
- Proprietary Optimization Engine enhances your center's productivity by maximizing use of agent resources with technology not available in any other system on the market.
- 100% Internet browser technology makes Irene easy to install and compatible with all network configurations. You save on implementation time and costs.
- Multi-skill advanced scheduling assigns agents according to their skill sets to provide optimum coverage of contacts requiring specialized skills while maintaining service levels for all contact types.
- Real time management feature gives you the second-by-second agent activity report to assure schedule compliance.
- Vacation Planning and Scheduling allows you to create and manage a Vacation Schedule for any forthcoming time period.
- ISC trainers and e-learning modules are available to help your staff get on board quickly.
- Ongoing client-support services give you comprehensive backup and access to the expertise of the entire ISC team.
- Winner! CallCenter News Service HotPick
- Winner! Customer Interaction Solutions Editor's Choice
