{"id":500,"date":"2023-06-29T12:27:36","date_gmt":"2023-06-29T12:27:36","guid":{"rendered":"https:\/\/es.workforce.com\/blog\/?p=500"},"modified":"2025-11-21T18:56:11","modified_gmt":"2025-11-21T18:56:11","slug":"software-contact-center","status":"publish","type":"post","link":"https:\/\/es.workforce.com\/blog\/software-contact-center\/","title":{"rendered":"Software para contact center 360:  eXpand, soluci\u00f3n omnicanal en la nube y Workforce, soluci\u00f3n de gesti\u00f3n de personal"},"content":{"rendered":"\n<p>Xpand y Workforce han unido sus fuerzas en el dise\u00f1o y puesta en marcha de una soluci\u00f3n innovadora. Hoy presentamos un software para contact center que proporciona una gesti\u00f3n integrada 360 para empresas de consumo masivo. Esta integraci\u00f3n combina la potencia de eXpand con las capacidades avanzadas del <a href=\"https:\/\/es.workforce.com\/software\/turnos-horarios\">software de gesti\u00f3n de turnos<\/a> de Workforce.<\/p>\n\n\n\n<p>Esta colaboraci\u00f3n permite que eXpand, una soluci\u00f3n de Contact Center omnicanal en la nube, incorpore las funcionalidades de gesti\u00f3n de personal (WFM) de Workforce. La integraci\u00f3n habilita las siguientes acciones esenciales para cualquier operaci\u00f3n moderna:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>supervisar la entrada y salida del personal mediante un <a href=\"https:\/\/es.workforce.com\/software\/tiempo-asistencia\">sistema control de asistencia de personal<\/a>.<\/li>\n\n\n\n<li>obtener la programaci\u00f3n autom\u00e1tica del<a href=\"https:\/\/es.workforce.com\/software\/turnos-horarios\"> sistema de turnos<\/a> potenciado por Inteligencia Artificial.<\/li>\n\n\n\n<li>hacer el seguimiento y generar informes actualizados para asegurar un <a href=\"https:\/\/es.workforce.com\/software\/tiempo-asistencia\">control de asistencia laboral<\/a> preciso.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<p>Workforce, a su vez, fortalece su soluci\u00f3n cloud de WFM \u2013 Workforce Management \u2013 al integrarla con eXpand. Esto facilita la correlaci\u00f3n entre la gesti\u00f3n del personal y la calidad del servicio al cliente, permitiendo una mejor <a href=\"https:\/\/es.workforce.com\/software\/proyeccion-de-personal\">gesti\u00f3n y planificaci\u00f3n de la demanda<\/a> en todos los canales de atenci\u00f3n.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Aplicaciones conjuntas de eXpand + Workforce<\/h2>\n\n\n\n<p><\/p>\n\n\n\n<p>Estas son algunas de las aplicaciones conjuntas que se llevan a cabo con esta integraci\u00f3n:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Planificaci\u00f3n y programaci\u00f3n de personal<\/h3>\n\n\n\n<p>A trav\u00e9s de la soluci\u00f3n WFM, es posible asignar el personal adecuado en los momentos cr\u00edticos. La <a href=\"https:\/\/es.workforce.com\/software\/proyeccion-de-personal\">gesti\u00f3n y planificaci\u00f3n de la demanda <\/a>se realiza gracias al hist\u00f3rico de tr\u00e1fico de clientes registrado a trav\u00e9s de los canales de eXpand. Esto asegura que siempre haya agentes disponibles, sin importar el canal que el cliente elija. El uso del <a href=\"https:\/\/es.workforce.com\/software\/turnos-horarios\">sistema de turnos<\/a> automatiza la organizaci\u00f3n del personal y evita errores operativos.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Enrutamiento inteligente<\/h3>\n\n\n\n<p>Los sistemas de atenci\u00f3n de eXpand pueden apoyarse en el WFM para enrutar llamadas, chats y mensajes hacia los agentes m\u00e1s preparados, considerando habilidades, disponibilidad y volumen en tiempo real. Esta sinergia potencia el rendimiento del equipo con ayuda del <a href=\"https:\/\/es.workforce.com\/software\/turnos-horarios\">software de gesti\u00f3n de turnos.<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Gesti\u00f3n del rendimiento del agente<\/h3>\n\n\n\n<p>Los sistemas WFM monitorizan el desempe\u00f1o en todos los canales y generan informaci\u00f3n crucial para capacitaci\u00f3n y retroalimentaci\u00f3n. Esto mejora la eficiencia, la calidad del servicio y la satisfacci\u00f3n del cliente. El seguimiento del <a href=\"https:\/\/es.workforce.com\/software\/tiempo-asistencia\">control de asistencia laboral <\/a>es parte fundamental de este proceso.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Previsi\u00f3n de la demanda<\/h3>\n\n\n\n<p>Los sistemas de Workforce pueden utilizar los datos hist\u00f3ricos de eXpand para generar un <a href=\"https:\/\/es.workforce.com\/software\/proyeccion-de-personal\">pron\u00f3stico de la demanda<\/a>. As\u00ed, las empresas pueden planificar sus recursos con anticipaci\u00f3n y garantizar niveles \u00f3ptimos de servicio en picos de actividad.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Flujo de informaci\u00f3n fluido<\/h3>\n\n\n\n<p>La integraci\u00f3n entre el WFM y la plataforma omnicanal eXpand garantiza un flujo de informaci\u00f3n continuo, permitiendo una visi\u00f3n completa de las operaciones. Esto facilita una administraci\u00f3n m\u00e1s eficaz de los recursos del centro de contacto y del <a href=\"https:\/\/es.workforce.com\/software\/tiempo-asistencia\">sistema control de asistencia de personal<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">eXpand+ Workforce: software para contact center pensado para impulsar su negocio<\/h2>\n\n\n\n<p>Conoce que ofrecen eXpand y Workforce para comprender el potencial de su integraci\u00f3n:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>eXpand (<a href=\"https:\/\/expand.com.uy\/\">https:\/\/expand.com.uy\/<\/a>): <strong> <\/strong>software de atenci\u00f3n omnicanal en la nube con soluciones de voz, canales digitales y automatizaci\u00f3n. Presente en m\u00faltiples industrias de Am\u00e9rica Latina.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Workforce (<a href=\"https:\/\/es.workforce.com\/\">https:\/\/es.workforce.com\/<\/a>): plataforma tecnol\u00f3gica especializada en gesti\u00f3n de personal, con funcionalidades clave como creaci\u00f3n de turnos, control de asistencia, cumplimiento legal y reportes avanzados. Disponible en m\u00e1s de 90 pa\u00edses.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<p>La incorporaci\u00f3n de esta alianza tecnol\u00f3gica impactar\u00e1 directamente en el servicio y la experiencia de sus clientes. Te invitamos a contactarnos y descubrir c\u00f3mo esta integraci\u00f3n puede impulsar tu negocio mediante una soluci\u00f3n innovadora, integrada y potenciada con IA.<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>La integraci\u00f3n de eXpand y Workforce ofrece un software para contact center innovador que optimiza la gesti\u00f3n de personal y mejora la atenci\u00f3n al cliente. <\/p>\n","protected":false},"author":1,"featured_media":501,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""}},"footnotes":""},"categories":[1],"tags":[],"class_list":["post-500","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-gestion-recursos-humanos"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.3 - 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