The business environment of call/contact centers has become very demanding. With every appointment, commitment made to a customer comes the complex decision of fitting it optimally into the current workload. The key to successful contact center management is the ability to predict the expected workload, adhere to customer service level, while simultaneously minimizing the operation expenses.
ESI provides modern multimedia contact centers and service-based organizations with sophisticated forecasting and scheduling technology. OptiWise is ESI's advanced workforce management (WFM) product designed to ensure that your staffing levels meet customer demand as well as the goals of your business strategy, and that you can successfully and profitably service more customers.

OptiWise enables you to exchange the existing feasibility models with optimization throughout the whole process of:

• Forecasting
• Planning
• Advanced scheduling
• Real-time monitoring
• Decision support recommendations

These products seamlessly integrate with leading platforms, occupying a cardinal position within the CRM environment.

The WFM Equation