Contact Center
ARGO
Bringing People, Processes, and Technology Together for Smarter Agent Management
ARGO is an agent workforce management solution that integrates all essential contact center management functions—including agent HR, training, call quality, and performance management—into a single system.
With call forecasting-based scheduling, ARGO enables efficient workforce planning and resource management.
Since its launch in 2002, ARGO has been successfully deployed and operated across numerous financial-sector contact centers for more than 20 years. It provides proven, standardized operational processes built on extensive industry experience, while offering the flexibility to adapt to each organization’s unique operating environment.
/CORE FUNCTIONS
Core Functions
| WorkforceHR | Agent profile and assignment, attendance and leave, work scheduling |
|---|---|
| Call QualityQA | Evaluation planning, recording-based quality review, coaching, reports |
| TrainingEDU | Training schedules, online skill assessment with auto-scoring, reports |
| PerformanceKPI/SLA | Attendance, call and productivity aggregation, KPI calculation, vendor settlement |
| AdministrationCM | User rights, organization, menu and code management, notices, history |
/KEY FEATURES
Key Features
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Data-Driven Operations
Objective operating data by agent, team, group, center and company
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Fair Performance Review
Evaluation built on attendance, vendor review, settlement and other indices
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Precise Call Analytics
Call forecast, AHT, service level, available staff and other detailed metrics
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Hardened Security
PII encryption policy and a 3-Tier architecture for safe data management
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Multi-tenant Support
Multiple centers and entities run independently in one system
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Flexible Integration
Open architecture connects easily to CTI, recording, HR and DW systems
/BENEFITS
Benefits
- 01 Higher Productivity Automating workforce management raises day-to-day productivity
- 02 Agent Motivation Fair evaluation-based rewards motivate agents at work
- 03 Stronger Security Blocking PII exposure strengthens security assurance
- 04 Lower Operating Cost Cost savings through more efficient operations
/EXAMPLES OF ACTIVITIES
Use Cases
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Attendance & Scheduling
Agent attendance and schedule management
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Online Skill Assessment
Agent assessment using the online test feature
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Recording Correction Request
Request corrections to recording/STT content
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Performance Analysis
Analyzes agent performance (KPI) and vendor evaluation (SLA) from diverse data and performance factors
/ARCHITECTURE
System Architecture
/WORKFORCE MANAGEMENT
Contact Center Workforce Management System
