Products & Solutions

Client Testimonials

  • "Our trading floor solution better enables us to meet and exceed our customer needs and gives us much more flexible voice connectivity on the...
    Head of Treasury
    Leading Local Bank
  • "My operators face the rigorous demans of monitoring multiple complex systems and information in a 24/7 environment. Rashed Al Makhawi...
    Head of Control Room Operations
    Public Safety Organisation
  • "Working with Rashed Al Makhawi Enterprises has been a pleasure. There are very few companies out there who really mean 'round-the-clock-...
    Head of IT
    Leading International Bank
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Workforce Management

Make sure there's always somebody available to help your customers, without burning through budgets by having more staff on hand than you really need or juggling schedules at the last minute just because someone calls in sick. Avoid surprise service level pitfalls by reacting quickly to changing demands across a single – or multiple channels. This solution gives you a way to accurately and easily forecast staffing requirements across all customer-facing inbound, outbound, blended and back office resources. Making the right decisions means taking into account skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives. It gives your agents a modern, intuitive, graphical user interface which significantly improves agent productivity and optimizes the benefits of a unified WFO solution. The platform also lets agents control their own scheduling needs with a browser-based self-service interface that includes flexible trade and request rules. With real-time views into agent adherence and other important KPIs, it ensures that you are truly achieving the highest possible contact center performance at the lowest possible cost. This solution can be deployed on premise or in the cloud and enables you to.
  • Perform essential forecasting, scheduling and tracking with great accuracy
  • Ensure the highest workforce productivity with a modern, intuitive icon and widget-based user interface
  • Apply front office workforce management best practices to the back office and blend back office labor with front office labor
  • Experiment with unlimited "what-if" scenarios to see the impact on staff, budget or demand variations
  • Review multiple scenarios and create schedules that meet your needs and resource limitations, before making the best schedule official
  • Automate scheduling to simplify workforce management across multiple sites and outsourced locations
  • Get a single view of all employee data such as group assignment, schedule preference, skills and seat reservations
  • Track historical performance, real-time performance and schedule adherence with pre-configured reports and dashboards
  • Receive alerts when performance falls below prescribed thresholds
  • React to changing conditions or augment capabilities by adjusting intraday scheduling in real-time
  • Support multiple shift-bidding scenarios and allow employees to select the options that work for them using the browser-based self-service interface
  • Create sophisticated business rules to assist you in conforming to labor regulations and in ensuring that service level standards are met