QStory’s powerful Intraday Automation suite (QStory ARTI) allows contact centres to reduce headcount by a minimum of 5%, whilst still achieving customer service targets by layering AI (artificial intelligence) on top of the contact centre’s existing WFM environment. It is real-time automation which operates across multi-channel and multi-skilled contact centre environments, with the unique ability to support multiple workload types (phone, chat, back office etc) within the same group of agents.
QStory ARTI also includes our intuitive self-service portal and smartphone apps, powerful agent empowerment and engagement functions (WEM), supporting agents’ desire for a positive work/life balance but still allowing the contact centre to achieve their required service level and customer experience targets. Features such as break matching, shift swapping, time banking, all help to engage agents, streamline communications and manage performance.
QStory’s ground-breaking analytics solution, WhyDetector, is also part of the QStory ARTI suite. WhyDetector not only tells you what has happened but more importantly why it happened – automatically and in a natural language format. It gives organisations transparency over their reporting, reduces the time for up-skilling management, and speeds up critical decision making