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Call Volume Forecasting on DDP

Wipro Ltd

Management of contact center workforce by predicting call volumes.

Wipro’s Data Discovery Platform (DDP) is an integrated platform, which accelerates ‘time-to-insight’ for an enterprise using pre-built industry apps that enable faster decision making, aided by advanced visualizations.

The Customer Call Volume Forecasting app on DDP helps identify the major reasons for customer calls. Further, helps forecast the volume of calls for major identified reasons at a weekly and daily level. Helps the providers in successfully managing contact center workforce by estimating the call volume for a day based on call reasons.

Key Benefits

  • Better call volume estimation for meeting demand
  • Improved staffing and workforce management