Portage Communications, founded in 1994, provides specialized software solutions for call centers. The company’s primary focus is on products that enhance agent scheduling, call forecasting, and operational analysis, tailored especially for small to medium-sized call centers. Their software suite includes tools designed to meet specific call center needs, such as staffing models, agent activity tracking, and performance analysis.
Portage Communications was established with a focus on providing tailored call center solutions, particularly in workforce management and efficiency optimization. Their expertise in call center software has allowed them to develop tools that cater to the evolving needs of the call center industry, growing their presence among clients seeking cost-effective scheduling solutions.
Portage Communications offers several key products:
Call Center Designer: This flagship tool provides modeling capabilities that help call centers optimize staffing, predict call volume, and reduce wait times. It includes various analytics features to assess the impact of staffing changes on service levels.
AgentTime Scheduler: A sophisticated scheduling solution, AgentTime allows managers to create and publish schedules, monitor agent availability, and incorporate break and training times. It is also known for its intuitive interface and straightforward setup process.
New features are generally aimed at expanding scheduling and forecasting capabilities. For example, the AgentTime Scheduler has been updated to allow color-coded reporting and advanced graphing functions, enhancing data visualization. The software’s financial projection features also enable users to estimate costs and potential revenue, adding valuable insights for budget planning.
Portage Communications maintains a customer-centric culture, offering free support for clients without requiring ongoing fees. The company places a high value on providing affordable, user-friendly solutions. They also offer training and onboarding assistance, ensuring clients maximize the benefits of their software.
Portage Communications serves a range of clients, including notable names like British Airways, Hewlett-Packard, and Kaiser Permanente. Their client base spans multiple industries, including healthcare, finance, and customer service, indicating a strong foothold in sectors that rely heavily on call center operations.
Call Center Designer
By Portage Communications
