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HOME2019-05-14T03:17:23+00:00

To maximise return on investment, digital employees need as much management as their human colleagues. Optima is the first WFM specialist to manage both.

Connor Bourke, CEO

Digital and Human WFM

Optima WFM is a technology company, focused on the management of both digital and human workforces. Our focus is better utilization of budgets by elevating customer experience and maximising favourable outcomes for our clients from their business process spend.

In environments with human employees, we offer WFM technologies including machine learning, artificial intelligence and predictive modelling in our delivery of traditional workforce management, rostering, schedule adherence and campaign resourcing. We maximise the value we deliver to our clients by leveraging technology where beneficial and appropriate including cloud applications for agent interaction, machine learning for predictions and RPA robots for real-time adherence monitoring and reporting.

In environments with digital employees, we offer 24 x 7 automated and attended scheduling, cobot workforce management and exception intervention to keep your Robotic Process Automation robots fully functional around the clock. Through our network operations centre we provide monitoring and management of attended and unattended bots, delivering the missing elements of control, audit and immediate intervention as required to maximise digital employee productivity and avoid non-delivery on schedule.

Being a technology company, we can deliver an exceptional outcome for less than the cost of employed resources. Optima WFM is the first specialist WFM provider to use its technology smarts to extend WFM services to digital employees.

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Leading Workforce Management

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Digital Services

Our Services

OPTIMA WFM PROVIDES A COMPREHENSIVE RANGE OF TECHNOLOGY-LEAD, LOW COST SERVICES FOR EFFECTIVE WORKFORCE MANAGEMENT OF BOTH HUMAN AND DIGITAL EMPLOYEES.

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Traditional WFM
Traditional WFM
Reporting
Reporting
Traditional Scheduling
Digital WFM
 Digital WFM
Traditional RTA
Traditional RTA
SMART WFM Goals
SMART WFM Goals

Workforce Management Thought Leadership

LEARN MORE ABOUT WORKFORCE MANAGEMENT BEST PRACTICES, TECHNOLOGY AND THE NEW DISCIPLINE OF DIGITAL EMPLOYEE MANAGEMENT.

October 2018

September 2018

July 2018

March 2018

My WFM Epiphany

Early in my career in WFM I was a stickler for the rules. Agents were required to give one month’s minimum notice to take vacation. Breaks were scheduled and any schedule inadherence could not be tolerated. All requests for any changes to schedules were to be booked before schedules were finalized and needed to be approved by the Supervisor.

November 2017

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Core Competencies

TECHNOLOGY IS AT THE CENTRE OF OPTIMA’S DIFFERENTIATED VALUE PROPOSITION.

Machine Learning

Data Science

Predictive Analytics

RPA Management

Bot Scheduling

Cobot Schedules

Experience

Track Record

Technology Smarts

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Ready for success?

DO YOU HAVE A WORKFORCE WHICH COULD BE OPTIMIZED?

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