Workforce Optimisation

Optimise your workforce and excel at customer service,

Workforce optimisation is about how to make best use of your resources to meet the needs of your customers.

Using Workforce and Quality Management tools and Interactions Analytics, you can effectively plan, manage and optimise all your resources in every area of your cloud-based omni-channel contact centre.

SVL not only partner world-leading technology suppliers, but have a full wrap-around service which starts with our product-agnostic consultancy that will support your decision-making every step of the way.

NICE CX One

NICE and SVL map out an engagement journey that is personalised for every agent. NX CXOne is the Gartner Magic Quadrant Leader for CCaaS for the seventh consecutive years

Find out more

Calabrio WFO suite

Uncover insights and empower human interactions with an easy, personalised and smart Workforce Engagement Management suite with SVL and Calabrio

Find out more

Workforce Management and Employee Engagement

Our WFM solutions help our customers to effectively plan and proactively manage their workforce to quickly respond to changing conditions within their organisation.

Our market-leading solutions ensure the optimal service at the lowest possible cost, whilst engaging employees and providing flexibility and the best possible work/life balance.

Talk to the UK’s only WFM Practice. We take a very consultative and agnostic approach to Workforce Management and Employee Engagement, working with the world’s top manufacturers to provide the best technology and a full wrap-around support.

Find out more

SVL Consultancy

We are a truly impartial UCaaS, CCaaS and Workforce Optimisation consultancy who will happily guide you through a maze of choices. With over 50 years experience as a trusted advisor to Contact Centre as well as Blue light and Community Care, we have the experience and knowledge to help you make the right decisions.

Consultancy Services

Quality Management

Quality Management enhances customer satisfaction, improves agent effectiveness, optimises contact centre processes and helps reduce costs.

SVL provides a range of Quality Management tools that deliver essential business insights to improve operational efficiency and ensure compliance with both internal procedures and regulatory processes.

Our Quality Management solutions monitor and measure the quality of every customer interaction against a pre-determined set of KPIs

Analytics

We are industry leaders in speech, content and all interactions analytics, partnering with top vendors in the marketplace. The SVL Consultancy Team can be retained for any length of time to partner with businesses and run its analytics programmes alongside a client team.

Enhance customer interactions, protect vulnerable customers and staff and access a range of services such as Automated Speech Transcription, Content Analytics and Legacy Data,

Find out more

Contact Centre as a Service (CCaaS)

SVL brings our wealth of experience to the Contact Centre as a Service (CCaaS) market working with three global-leading manufacturers to enable multi-channel communications via a single cloud-based platform.

Find out more

Unified Comms as a service (UCaaS)

Unified communications as a service (UCaaS) is cloud-delivered and supports the six main communications functions, saving huge amounts via a flexible, consumption based model

Find out more

Talk to us

We are here to help you with any enquiries you may have. Please leave your details an we will get back to you quickly. If you need a quote, or just an informal chat with one of our experts to ascertain what you really need. From large multi-nationals needing Enterprise Solutions through Blue-light and the Public Sector to smaller organisations just starting, SVL can be your trusted partner.