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Analytics, AI & Optimisation
Our goal is contact centre excellence, where data-driven decision-making and intelligent automation are the keys to achieving unparalleled performance and customer satisfaction.
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TForge’s reporting, AI, and optimisation tools allow contact centres to meet and exceed customer expectations while driving efficiency and profitability
Never Skip A Beat With Advanced Reporting.
Visualise Business Critical Stats
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With dashboards, reports and wallboards so you can see where your numbers are up to at a glance.
Track Targets
Quick Reports & Schedules
Custom Reports
Set and see your progress towards team targets.
Business-critical information delivered to your inbox.
Built around your business, as well as over 30 standard reports.
Understand Your Customers To Provide Exceptional Service.
Speech Analytics
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Understand customer sentiment, improve call quality, and reduce churn by utilising AI technology.
Text To Transcript
Keyword Tracking
Agent Support
Provides an instant call summary to use for training and quality purposes.
Mark those all-important ‘trigger words’ allowing you to identify trends and support your agents.
Prompts, performance tracking, QA and compliance.
Take The ‘Work’ Out Of Workforce Planning.
Optimised Scheduling
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Using drag and drop functionality, you can visualise and optimise your team scheduling in an instance. Utilise real-time data to provide accurate forecasting and planning.
Agent Self-Scheduling
Accurate Forecasting
Real-Time Performance
Use the dedicated web portal or mobile app and empower agents to manage their shift preferences and holiday availability.
The multi-skill forecasting tool removes the need for spreadsheets and simplifies demand forecasting.
View agent’s stats to quickly identify discrepancies and maintain customer service levels.
More Omichannel Features
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