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Telvanta
FOR BPO & OUTSOURCING TEAMS

Right People.
Right Time.
Best Performance.

Telvanta.ai Workforce Management helps BPOs plan smarter, schedule better, and empower agents with real-time visibility to deliver exceptional customer experiences every day.

A workforce overview — total agents, scheduled, available and service level over an adherence ring, a live occupancy gauge, calls-handled and handle-time curves and a real-time alert strip, beside a rail of the forecasting, scheduling, adherence, intraday and insight modules.

The impact you can achieve

Higher Service LevelsMeet SLAs consistently and deliver great customer experiences.
Optimized StaffingRight agents, right skills, right time—every time.
Lower Operational CostsReduce idle time, overtime, and unplanned costs.
Better Employee ExperienceFair schedules, transparency, and work-life balance.
Greater ComplianceEnsure policy adherence and audit readiness.

Key Results for BPOs*

20–35%Increase in Service Level Achievement
15–25%Reduction in Average Handle Time
20–30%Improvement in Agent Productivity
25–40%Reduction in Overtime Costs
10–20%Increase in Schedule Adherence
15–25%Improvement in Agent Satisfaction

*Based on Telvanta.ai customer data

Accurate Forecasting

AI-powered demand forecasting with multiple drivers.

Smart Scheduling

Create optimized schedules with skills, shifts & preferences.

Real-time Adherence

Track adherence, breaks, logins & availability in real-time.

Intraday Management

Handle changes instantly with drag-and-drop adjustments.

Performance Insights

Agent & team KPIs with actionable analytics and reports.

Integration Ready

Seamless integration with your ACD, CRM & HR systems.

How Workforce Management Works

Forecast Demand

AI analyzes historical data, seasons & events to predict demand.

Plan & Schedule

Create optimized schedules with skills, shifts & preferences.

Publish Schedule

Share schedules across teams and channels instantly.

Monitor in Real-time

Track login, adherence, breaks & occupancy live.

Manage Intraday

Adjust schedules quickly to handle changes.

Analyze Performance

Measure KPIs, identify gaps and improve continuously.

Improve Outcomes

Better planning, happy agents and delighted customers.

Popular Use Cases

Inbound Customer Support

Ensure right coverage for high call volumes and reduce wait times.

Sales & Telemarketing

Optimize agent utilization and connect more prospects.

Technical Support

Match skilled agents with complex queries and improve resolution.

Billing & Collections

Schedule the right resources to maximize collections.

Chat & Email Support

Manage multi-channel demand with unified workforce plans.

Back Office Operations

Plan non-voice tasks with accurate workload distribution.

Retention & Win-back

Allocate expert agents for high-value customer interactions.

Surveys & Campaigns

Staff the right number of agents for campaigns and surveys.

Workforce Analytics Overview

Schedule Adherence91%6% vs last 30 days
Occupancy78%4% vs last 30 days
Utilization85%5% vs last 30 days
Absenteeism4.2%1.1% vs last 30 days
Overtime Cost$18.7K12% vs last 30 days
Forecast Accuracy93%7% vs last 30 days

Occupancy Trend (Last 7 Days)

100%75%50%25%0%
May 7May 9May 11May 13

Adherence by Queue

Customer Support95%
Technical Support92%
Billing90%
Sales88%
Collections85%

Absenteeism by Day

8%6%4%2%0%
May 7May 8May 9May 10May 11May 12May 13

Telvanta.ai WFM gives us the visibility and control we need to plan better, adapt faster, and deliver exceptional service—every single day.

Anita SharmaHead of OperationsLeading Global BPO

Seamlessly Integrates With Your Systems

GENESYSNICEFive9AVAYAsalesforceZoho CRMworkdayand more

Frequently Asked Questions

Plan smarter. Schedule better. Perform at your best.

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