AI-powered staffing forecast
Uses machine learning to predict customer demand and align staffing levels accordingly.
Prevents overstaffing and understaffing, optimising resource allocation and reducing unnecessary costs.
Workforce Management (WFM): Smarter staffing, seamless service
AI-powered workforce management for effortless forecasting, scheduling, and performance tracking.
A well-planned workforce is the foundation of exceptional customer experiences
Ventrica’s Workforce Management (WFM) solution, powered by AI-driven forecasting, automated scheduling, and real-time performance tracking, helps businesses optimise staffing, improve efficiency, and reduce costs. By ensuring the right agents are in place at the right time, WFM enhances workforce productivity and ensures customers receive the support they need – without delays or inefficiencies.
With seamless integration into Zendesk and other CX platforms, WFM simplifies staffing decisions, protects valuable time, and improves agent engagement – so your team is always operating at its best.
Features and benefits
Automatic agent scheduling
Creates optimised schedules based on forecasted demand, agent availability, and business needs.
Saves time on manual scheduling while ensuring optimal coverage for every shift.
Real-time agent activity tracking
Monitors agent performance, availability, and adherence to schedules in real time.
Enhances workforce visibility, improves accountability, and allows proactive adjustments.
Performance analytics & customised planning
Delivers data-driven insights into agent productivity, workload trends, and staffing efficiencies.
Empowers businesses to refine workforce strategies and continuously optimise operations.
Employee experience & self-service visibility
Gives agents control over their schedules with self-service options and workload transparency.
Reduces scheduling conflicts, boosts job satisfaction, and improves performance.
Seamless integration with Zendesk & other CX tools
Works natively within Zendesk and other workforce management platforms, creating a unified operational ecosystem.
Eliminates complexity, enhances efficiency, and ensures seamless workforce coordination.
Cost-effective Workforce Management
Optimises resource allocation to reduce labour costs while maintaining high service levels.
Drives operational savings without compromising customer experience quality.
Scalable & customisable WFM solution
Adapts to changing workforce demands and business growth, ensuring long-term agility.
Keeps businesses responsive, efficient, and prepared for evolving customer expectations.
Start a conversation with the CX specialists
With Ventrica’s AI-powered workforce management (WFM) solution, you can streamline staffing, optimise efficiency, and enhance agent performance – all while reducing costs.
Related case studies
Written by Peter Edwards
McDonald’s
Transforming CX through empathy, innovation, and AI – Ventrica’s partnership with McDonald’s delivers faster resolutions, deeper insights, and exceptional customer satisfaction.
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