Iontas reported today that a large travel supplier based in the UK purchased and deployed 1,000 licenses of its Event Focus software. The company will use the software as a workforce optimization (WFO) tool to analyze how contact center agents interact with their customers.
“This purchase further solidifies the effectiveness of Event Focus in their contact centers for workforce optimization initiatives,” said Joe Stockton, Iontas’s CEO. “The software helps them optimize their daily business processes and use of existing resources, as well as improve the accuracy of forecasts and schedules.”
Iontas’ Focus software suite, which consists of four modules, gives companies the unique ability to understand exactly how employees use software to do their day-to-day jobs so they can improve business processes and resource allocation.
- Activity Focus module captures detailed data on how users interact with their software applications, including information such as what applications and web pages users access, how long they spend in a given window or page, and even values entered by users or returned by software.
- Event Focus module is a business rules event processing engine that allows companies to plan for events and automatically trigger actions based on these occurrences.
- Process Focus recognizes and captures data on entire business processes, such as "loan application", or "balance inquiry" that may span multiple software applications and steps.
- Process Discovery Focus automatically discovers the varying processes in a department or through the enterprise and draws the process flows as a Visio diagram.
Using the comprehensive information provided by Focus to guide them, managers can give employees the tools, training, and best practices they actually need for optimal productivity, increased efficiency, improved customer service and greater job satisfaction.
Founded in 2000, Iontas (iontas.com) creates software that captures information about how workers use software applications to do their jobs.
Installed on over 500,000 computers worldwide, Iontas’ Focus suite enables contact centers, back offices, governments, and enterprises to see precisely how IT resources are used. With facts in hand, managers can make informed decisions about how to improve their company’s business processes and software tools. Iontas helps companies work smart.