Silver Lining Solutions - Sytems Integration Overview

Skills Manager Solution

• Overview

• Key Benefits

• The Need For

Skills Management

How it Works

• Skills Assessment

• Skills Analysis

• Skills & Performance

Improvement

• Skills DNA Code

Systems Integration

• Overview

• Genesys CIM Platform

• Verint ULTRA

• Other Systems

Professional Services

• Training & Consultancy

Overview

Skills Manager has a number of pre built integration points into contact centre systems, such as ACD and Workforce Management. This allows Skills Manager to import agent performance data from multiple external sources for skills assessment, to help it identify agent skills gaps and training needs, and then export customised training plans into Workforce Management and Learning Management Systems for skills improvement.

Skills data can also be exported into ACD routing systems, for optimised skills and performance based Routing solutions.

	Single future proof solution integrated into best-of-breed contact centre & Workforce Optimisation systems.
	Quicker implementation times & ROI
	Allows streamlining of reporting & analytics across the integrated legacy systems.
	Using Skills Manager allows companies to implement a Workforce Optimisation roadmap.