Demand → staffing: Start with the operating evidence
A sample forecast rises 8%. Resource Management uses the updated demand and service goal to prepare the staffing requirement. A proposed service improvement alone does not change that requirement.
Atlas · Customer operations platform
One platform for running customer operations.
Atlas connects workforce management, quality, coaching, customer intelligence and knowledge management across the communications systems already in use.
Illustrative example
Work that stays connected.
Forecasts inform schedules. Quality findings give coaching a focus. Customer questions reveal guidance that needs updating. Atlas keeps this work connected, so your team can act with the right information.
Start with the operating evidence
A sample forecast rises 8%. Resource Management uses the updated demand and service goal to prepare the staffing requirement. A proposed service improvement alone does not change that requirement.
Read every scenario
Quality → coaching: Give the finding a useful next step
Performance Assurance keeps a quality finding with its conversation and criterion. Workforce Development can use that evidence and current guidance to prepare a coaching focus. Completing coaching is separate from evidence of later improvement.
Questions → guidance: Prepare an answer people can trust
Customer Intelligence identifies recurring questions. Knowledge Operations prepares clearer guidance for review, preserves the current approved version, and tracks distribution after approval.
Each Agency takes on the daily work of its function. Start with the one you need most and add others when you are ready. You set the standards and decide which actions need your approval.
Five Agencies. One connected operation.
Resource Management
Forecast demand, prepare schedules and keep staffing connected to the working day.
Performance Assurance
Review conversations against your standards, inspect the evidence and follow what changes.
Workforce Development
Prepare coaching, relevant practice and guidance, then bring progress back for review.
Customer Intelligence
Connect customer history and conversations to understand repeat contact and recurring issues.
Knowledge Operations
Keep approved guidance current and bring the right answer into the tools your team uses.
Use the CCaaS you have, or use ours.
Keep your supported provider
Connect Atlas to the communications environment already running the operation. Supported providers include Zoom and Amazon Connect. Confirm the available capabilities for your setup.
Bring calling into AionCX
Answer calls, manage callbacks and follow up on voicemail in Skyway, with Atlas working from the same conversations.
Start with the operation you have.
Connect the sources
Bring the communications and operating information required for the selected use case.
Set standards and authority
Agree the working rules, reviewers and actions the Agency may carry out.
Review and expand
Inspect the first prepared work and add other Agencies as your needs grow.
Before you get started
Can we keep our existing communications platform?
Atlas works with supported existing providers. Skyway is available for calling within AionCX. The connections and capabilities available for your setup are confirmed during scoping.
Do the examples on this page change a real operation?
No. They use illustrative people, records and data. Your team’s actual standards, permissions and approvals govern operating actions.
Bring Atlas to the operation you run today.
Bring us the operation you run today and the work you want to improve.
Talk to AionCX