nimbus - transforming WFM
nimbus is an end-to-end patented cloud WorkForce Optimisation application that secures SoftPhone access, forecasts workload, controls costs and builds employee friendly schedules that adhere to workplace laws and regulations.
nimbus controls agent access to telephony software, providing security and cost management with time and attendance functionality integrated to leading payroll solutions. Hosted on Amazon Web Services, nimbus delivers seamless cloud-based SoftPhone technology to local or off-shore contact centres and remote based agents, for companies globally.
features
PAC
Patented Access Controls of Contact Centre SoftPhone and telephone agents.
Data Aggregation
Data from multiple sources can be harvested for more accurate forecasting of workload
AI Forecasting
Use historical data to better predict staffing levels
Skills-based Scheduling
Ensure an optimised, fair & compliant workforce
Intraday Management
Manage “on the day” changes to meet service level targets
Real-time Intraday
Observe intraday activity with the nimbus connect dashboards and widgets
Call & Screen Recording
Record the audio and video of customer interactions, then search and playback from the user dashboard
Quality Evaluation & Feedback
Continuously improve agent performance
Automated Workflow
Automate actions and ensure the correct processes are in place
AI Reporting
Create your own reports and dashboards to gain a clear view of performance
Costing Models
Managers can see and control the cost of each schedule, with the ability to drill down to department level to ensure budgets are met
Payroll Integration
Eliminate costly manual process with on-time/accurate payroll integration.
E-Learning
Empower agents to deliver a superior customer experience
WFM SoftPhone Control
Engage and manage agents on-demand
Workforce Engagement Mobile App
Improve engagement and empower agents –accessibility for all Roles/Agents
benefits
United States Patent
Our Unique Selling Proposition (USP), has recently been granted Patent approval from the US patent office, allowing clients to control access to the SoftPhone, via the agent’s nimbus dashboard, thus ensuring tighter controls on the agent access and operating costs.
native app on employee smartphone
A self-service offering that keeps pace with employees’ increasingly mobile lifestyle, ensuring agents stay informed of real-time changes that affect their work schedule:
a) Employees can access on-the-go work information including:
i) Public schedules and shift information
ii) Select and notify management of availability and shift preferences
iii) Submit leave requests and shift swaps
b) Support for mobile clocking, including geo-location
c) Monitor time and attendance
d) Read and send notifications, including real-time push notifications
e) When available, notify employees of the option to go-home-early or work overtime
recording integrated to WFM
Users and managers can search and play recordings directly from their own personalized nimbus dashboard. Calls can be searched by unlimited metadata such as queue, datetime, agent, customer CLI, etc.
enhanced WFM solution
The sophisticated Workforce Management solution controls SoftPhone access and usage based on business requirements and an agent’s schedule, role and skills. Controls enable increased agent productivity, whilst at the same time eliminating time fraud, controlling costs and reducing risk by remaining compliant.
quality management
nimbus provides unlimited performance statistics including real-time Quality Management results for agents, team leaders, and managers.
This includes searching for recordings and attaching them to the assessment. Completed assessments are delivered to each agent’s dashboard for their review and signoff. All results can be displayed as a widget on all dashboards for quick and easy access.
