SOURCE: Informiam

June 22, 2006 09:00 ET

Informiam's Workforce Utilization™ Provides Contact Centers With Real-Time Visibility Into Agent Activity

ATLANTA, GA -- (MARKET WIRE) -- June 22, 2006 -- Informiam, the leading provider of real-time performance optimization software for contact center operations, announced today the release of Informiam Workforce Utilization™, the first real-time performance management tool to deliver an immediate comparison of real-time agent performance data with planned activities and anticipated staffing levels. Now organizations can see performance deviations as they are happening, determine the cause of those deviations and communicate a solution to the frontline in minutes instead of hours.

Informiam Workforce Utilization consolidates agent activity data and then combines it with forecasting and scheduling information from a contact center's workforce management system. The actual statistics about what is happening now, along with data showing what is supposed to be happening, are displayed on a single, easy-to-read screen, providing visibility into critical performance information within the contact center.

"The most compelling benefit of Informiam Workforce Utilization is that it allows organizations to quickly come to a conclusion about how and why things are going wrong, instead of waiting 15, 30 or even 60 minutes for an historical report to figure it out," said Larry Skowronek, Vice President of Product Management for Informiam. "Imagine how many customers you can save over that time period."

Informiam Workforce Utilization eliminates the need for managers to make manual comparisons between disparate systems -- as well as the temptation to simply guess the reason for performance problems -- by using an advanced rules engine to uncover unusual activity or discrepancies and then diagnose the source of the problem in real-time. Workforce Utilization takes actual stats from the ACD -- the number of calls arriving, service levels, queue length, handle times and more -- and displays them in context to the workforce schedule and forecasted plan.

"If you want to operate at customer speed, you have to stay on top of how your plan is performing," continued Skowronek. "Workforce Utilization simplifies the complexities of workforce management and provides an instant analysis of performance data to managers and executives throughout the organization."

Informiam is exhibiting this week at the Cisco Networkers 2006 show (Booth 1018) in Las Vegas, Nevada - June 18-23, 2006.

About Informiam

Informiam is the pioneer in Real-Time Performance Optimization solutions for enterprise contact centers. Informiam's product suite delivers critical information for Fortune 1000 organizations seeking to navigate business operations in real-time. Informiam's next generation solutions consolidate disparate data stores, correlates various business and productivity metrics, and communicates workflows to a wide range of interactive displays and mobile devices in real-time. Informiam delivers real-time contact center solutions to customers across an array of industries including Financial Services, Retail, Telecommunications, Hospitality, and Logistics. For more information, call 866.630.8808 or visit

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