injixo Reviews

Injixo has significantly transformed the way our call center operates, bringing a new level of efficiency and organization to our daily processes. The software's intuitive interface and user-friendly design make it remarkably easy for our team to navigate and utilize its features effectively.

One of the most impressive aspects of Injixo is its robust workforce management capabilities. The scheduling module allows us to create optimized schedules that align perfectly with our staffing needs, resulting in improved agent adherence and overall productivity. The forecasting tools have also been instrumental in helping us predict call volumes accurately, enabling us to allocate resources more efficiently and minimize idle time.

Additionally, the comprehensive reporting and analytics provided by Injixo have given us valuable insights into our call center performance. The real-time data and customizable dashboards have empowered us to make informed decisions swiftly, leading to enhanced customer satisfaction and better overall business outcomes.

Overall, Injixo has proven to be an indispensable asset for our call center, helping us optimize our resources, improve agent performance, and ultimately deliver a superior customer experience. Its comprehensive features, user-friendly interface, and seamless integration capabilities make it a top choice for any call center looking to enhance its operational efficiency and drive better results."

As a new user you may find the initial learning curve to be slightly steep, especially for those who are not familiar with similar software. The abundance of features and functionalities could potentially overwhelm new users, necessitating more comprehensive onboarding and training support.

Injixo's seamless integration with other essential call center tools facilitates a more cohesive workflow and enhances overall operational efficiency.

Forecasting allows you to run both long term as well as short term forecasts, all data can be exported and the accuracy is the best I've found, having recently reviewed other WFM tools.

Shift centre gives you a complete picture of the day with instant updates on the heat map, as and when you make changes, all changes are auomatically updated, you can have multiple users working in the system, with an audit trail for any changes.

Advisers are able to book holidays 24/7 plus we have adapted our system oto allow them to book in Overtime using their poral.

We've used Injixo for over 8 years and their downtime would amount to less than an hour in all this time, very reliable and comprehensive system.

Holidays being in prorated time rather than contractual time.

We run our long term forecast along with our outbound stakeholders volumns to determine our staffing needs for the following year and our recritment team will ensure we have sufficient FTE in place. We run fixed shifts so we're not able to optimise shifts but we constantly re-run forecasts and engage with advisers should be need to move their shifts. As we've fixed shifts any "+" resource we'd factor in outbound calls as we're a blended contact centre, to give us our best efficiencies.

The onboarding process is as easy as it gets, it is very easy ro learn with clear and easy to follow online documentation and the support from the injixo team is world class.

I will let you know when I find something i dont like!

Injixo makes multi channel scheduling easy. I have 100% confidence in achieving service level targets with the scheduling injixo recommends

Injixo is an all rounder WFM Tool. It's a cloud based system that is simple to use for front and back end users.

I have worked with many WFM tools and this one is my favourite, due to it's easy Forcasing fuction, how user friendly it is for the agents and it's simple set up for a skill based system.

The Injixo team are brillant and are constantly striving to build and make the most out of their functionality

The only snag i find with this system is the annual leave functionality, easy to approve annual leave, however only admins can cancel. I would also like to be able to put notes in the A/L entitlement.

Injixo can easily highlight our staffing vs contacts. This helps us to identify gaps in our headcount/ SLA risks, up-skill training needed, recruitment and shrinkage issues.

So many features to name and always developing more, these are available while in development for you to give your feedback on.

Have taken the advanced tool which gives us the flexibility we need for changing demand.

We can open up schedules, give agents power to swap shifts, request holidays and view this all from their phone

Fixed shifts, flexible shifts, rotations, overtime options, meeting planner and new capacity planning

Forecasting with different levels - store one as operational, one as long term and have the Injixo forecast. Export or import too.

Analysis - standard reports available and within analysis build dashboards

Integration - even with all their help having a challenge with live ACD integration but this is not down to Injixo but our phone provider. Manual integration solves this but would love live automatic feed.

Intraday - adherence and performance tracked. If we had that live feed, forecasts would change depending on that days performance. Pushing our ACD provider!

Support - raise a ticket and sit back and its solved very quickly. Never had any issue left unresolved.

No on-the-day SL available within the software but sure this will come.

Had some issues with profiles not working as they should - supervisor basic and supervisor advanced.

Moved from fixed excel based schedules with no view of front or back line staff. Injixo's clock-in tool for agents is solving that.

Injixo is better matching staff to customer demand scheudling shift patterns where and when we need them.

Forecasting was a time consuming task with 20 different accounts to manage. With the historic volume there, Injixo makes this a breeze!

Injinxo has transformed the way we work with its smart scheduling system and has allowed for us to gain a true picute of how we can best support our customers via multiple different chanels, whilst reamining user friendly. I have used many WFM systems but you struggle to find one that gives such a level of detail and the ability to look back as well as forward from a forcasting persepective is brilliant. The team at Injixo made the intrigration and training very straight forward and have been a pleasure to work with.

Some features are currently in the midst of being upgrading such as certain UI's but through speaking with the team we know that this is on the way which will only improve the user expereince

Injixo is solving our staffing issues, our forcasting and our futuring resourcing by accurating forcasting demands accuratly which allows us to better plan for future marketing campaigns and for our expexted growth.

How easy it is to use and how I can make the most out of the information provided. It gives us a clear way to monitor and track agents/ record their upkeep. Being able to feed the information into our own reports is invaluable as well.

Latency issues. There's also small areas such as the comments being visible to the employees. Some of the frustrations come from not being able to use injixo fully/ not knowing how to.

One of the problems solved is how we're able to record what has happened to agents in the day and keep track of them.

The professional services offered with the solution

More site-based conferences, great to network with other users

An excellent connector tool to combine different systems for forecasting and Agent scheduling.

How versatile this is - from shift management on daily / weekly / monthly bases, reporting staff attendance and automatically forecasting the requirements on any given day based on the data which is automatically input from the calls handling platforms.

Some features require collaboration with other software which seems to be hit and miss - for instance the PDF reports are very temperamental.

Very versatile tool for managing workforce across different locations, teams, it allows to create skill sets to distinguish the staff competency levels and their input in overall productivity. It feeds stats to another program to enable efficient forecasting.

Staffing solutions for a contact centre which on a usual day has over 100 people working various shifts.

Easy to learn and schedule my time off. It is perfect in simplicity.

Some text representing in the calendar can be sometimes difficult to read. Fonts can be small and hidden inside another tab, making it unreadable.

Great tool for phone tech support. Simple and it just works.

Updates and changes with my schedule.