Optimium is a comprehensive strategic planning and modeling tool designed specifically for those involved in managing and planning 'change' within the contact center. Optimium quantifies, qualifies and justifies changes in agent scheduling, technologies, and operational procedures within contact centers. It’s designed to work with existing workforce management, process flow simulation and activity-based costing tools to provide an integrated platform to handle the multitude of calculations necessary for planning and modeling change scenarios.

With Optimium, contact center management can build a detailed description of their operations, structures, processes, handling times, services levels, call volumes and costs to reflect current budgets and operational performance. This can be replicated so that changes to processes, technologies and agent activity can be tested and simulated in a risk-free environment while providing an accurate prediction of financial, operational and service level impacts.

SOFTEL’s innovative Optimium business-planning software also provides graphical analysis of all change scenarios, providing ‘at-a-glance’ views and records to further facilitate the decision making process.

Optimium allows you to quickly and easily identify and model high-level contact center plans/strategies without the need for normal collection of complex and unwieldy spreadsheets (or OLAP applications), simulators and Erlang calculators.

Optimium Can:

• Provide a framework for planning and modeling change scenarios, without risk. Dramatically reduces decision making cycles.
• Present a detailed understanding of the business/operation (front and back office), in terms of service levels, routing/call flows, processes, staffing and costs.
• Deliver total cost of ownership, process and transactional costs.
• Enable activity-based cost analysis.
• Offer an integrated means of handling the required multitude of calculations and maintaining a consistent set of data. Compares scenarios in terms of their effect on service levels, staff, costs, capacity and overall financial performance.
• Deliver a business case(s) that clearly illustrates the effect of expected benefits and return on investment (ROI).
• Act as a reference point for monitoring and correction, forming a basis for evaluating ongoing and future changes.