The Hindu Business Line : Sanra Software to tie up with SGS

Sanra Software would be tying up with SGS Inc, a US-based contact centre software development company, to launch and market ContactPoint, a software for workforce optimisation in call centres.

Mr Sanjay Bhardwaj, Chief Executive Officer, Sanra, said that the concept behind the software was similar to customer relationship management (CRM), a tool used for gauging efficacy of the workforce in call centres, except that instead of looking outwards at customers, workforce optimisation would look inward at the employees. This would involve two functions — workforce development, which includes recruitment, assessment, and allocating training and rewards according to performance; and workforce management, a solution which would forecast expected call volumes to enable managers to schedule the right number of agents among other functions.

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