Workforce management for Jamaica's BPOs and call centers.
Forecast every client's contacts, schedule agents across lines of business with Jamaica's labor rules and holidays built in, and track adherence live. Self-hosted on your own server, from US$8 an agent a month.
Built for BPOs serving North American clients
Several clients and lines of business on one install, with agents dedicated or shared, the way Kingston and Montego Bay operations actually run.
Forecast each client
Import interval history by CSV or API. Erlangly forecasts contacts and handle time for every line of business, and your planners adjust what they know better.
Staff to each client's service level
Erlang C for calls, concurrency for chat, workload for email: how many agents each interval needs to meet each client's target, with shrinkage.
One roster, every client
Generate schedules across clients and lines of business from shift patterns, contracts, availability and time off. Nobody is double-booked across clients, and supervisors can look at just their team.
Adherence clients can trust
Your ACD sends agent states; Erlangly scores adherence every interval against the published schedule, with reports by person, team and line of business.
Agents, on a phone or at their desk
Agents see their week, ask for time off, swap shifts with a colleague and say they're running late, in any browser. Supervisors approve.
A wallboard for the floor
Who's out of adherence, time in state and alarms, on a supervisor's screen or a wall TV. Intraday sets each line of business's day beside its forecast.
Jamaica's labor rules and holidays, built in
- A 40-hour week, past which the minimum wage's overtime rate starts, and a rest day each week.
- Jamaica's public holidays, from Ash Wednesday to Emancipation Day, Independence Day and National Heroes Day, generated three years ahead.
- Checked when schedules are generated, edited, swapped and published. Warnings need your OK before the schedule goes out.
- Tighten any rule for your organization yourself; loosening one needs an admin and a reason, kept in the audit trail.
Priced for the region
Every feature in every plan, in US dollars. Jamaican organizations whose agents work in Jamaica get the regional price.
| Regional price | For 100 agents | |
|---|---|---|
| Free | Up to 25 active agents | n/a |
| Pay once | US$199 an agent once, and it's yours, with a year of updates. Then Updates renew at US$39 an agent a year on the same card; cancel any time before they renew. | US$19,900 once |
| Yearly | US$8 an agent a month, billed yearly | US$9,600 a year |
Supervisors, planners and trainers who sign in don't count, only active agents. See pricing.
Questions
Why self-hosted?
Your clients' data and your agents' details stay on servers you control, which many client contracts ask for. Erlangly runs as one Docker container on a cloud server, a machine in your office, or a virtual machine, and installs with one command.
Does it work with our ACD?
Erlangly takes agent states through a simple HTTPS API, and each ACD's agent IDs and state codes are mapped in settings, so a BPO can connect more than one. Twilio Flex, Zoom Contact Center, Genesys Cloud, NICE CXone and Amazon Connect connect directly, statuses and volumes, and Five9 statuses so far; for the others, tell us which you run and we'll help you connect them.
Our agents are in Jamaica and our clients are in the US. Whose rules apply?
The rules where your agents work. Each site, or each person, can follow its own jurisdiction, so a BPO with sites in Jamaica and elsewhere schedules each by its own law.
Some of our agents work from home. Does that work?
Yes. Home-based and on-site agents share one roster, each in their own time zone. They see their schedule, ask for time off and swap shifts from a phone or a computer, and adherence comes from your ACD, the same at home as on the floor.
Can we try it with our whole floor?
Yes: a 30-day trial has no agent limit, with up to 5 people signing in. The free plan covers up to 25 agents for good.
Try it on your own server
Free for up to 25 agents, for good, or a 30-day trial with no agent limit.