P&Wソリューションズ Product Lineup

Sweet PPM is a domestically produced WFM (Workforce Management) specifically designed for call centers. It is not just a WFM tool. While traditional WFM tends to focus on "forecasting" and "shift creation," Sweet PPM is a WFM platform that seamlessly connects "forecasting, allocation, daily operations, and improvements." Transform daily operational decisions into "effortless management." From forecasting to improvement on "how many people are needed at what time." ▼▼▼ Sweet PPM smartly cycles through the following five steps. STEP 01: Read Demand Understand in advance how many people are needed at what time through call volume forecasting and analysis. STEP 02: Allocate People Design multi-skill schedules considering skills, conditions, and preferences. STEP 03: Manage the Day Real-time visualization of fulfillment and non-fulfillment through CTI integration. Immediate corrections. STEP 04: Make Decisions in Meetings Decision-making based on differential analysis. Transition from reporting meetings to improvement meetings. STEP 05: Apply for the Next Time Feedback into forecasting and planning. Improvements circulate.

• Internal Control and Operational Management

The evolving "Sweet Series" is a domestically produced "AI" resource management software specialized for contact centers. With a wealth of features that have continuously shaped the requests of many customers over the past decade, it achieves improved employee satisfaction and reduced turnover rates, revitalizing contact centers. It supports new working styles such as remote work and staggered hours through groupware and time card functions. Our unique PPM engine enhances compliance with laws and regulations, employment conditions, fairness, and cost reduction, while also maximizing ROI through new evaluation axes of quality and results. We respond to diverse needs with solutions that offer high adaptability, aligned with the evolution of efficient and high-level performance in contact center operations. **Features** - Takes into account Japanese employment conditions and individual center situations - Visually analyzes operational status and management information - Continuous measurement through KPIs is possible - Supports early detection and resolution (accelerating management) - Promotes efficiency as the foundational system for the center - No need for dedicated personnel to create shifts (AI allows for creation with just one button!)

• Other core systems

"Sweet Q" is a solution that enables dynamic management by grasping various statistical information of the "Sweet Series" in real-time and implementing necessary measures. It shortens the processes of understanding the current situation, making judgments, and issuing instructions, which have previously taken time, and strongly supports the decision-making of managers and supervisors. This achieves speedy, efficient, and strategic center operations. 【Features】 ■ Call status by queue ■ Call status by campaign ■ Favorites ■ Status monitoring ■ Call status by skill, etc. *For more details, please download the PDF or feel free to contact us.

• Other core systems

"Sweet Seat Manager" is a web system that enables real-time seat monitoring for communicators by floor. Integration with "Genesys Cloud" is also possible. It monitors incoming call status at intervals of 3 to 10 seconds. Thresholds can be set based on status and business type, and seats that exceed the threshold will blink or light up to alert users. Additionally, with HTML5 compatibility, this product's features can be utilized on tablet devices. It allows for status management of communicators according to the seat layout and enables real-time monitoring. 【Features】 ■ Easily replicate actual seat arrangements in software ■ Allocate seats according to specific conditions ■ Evaluate and record call content in real-time ■ Visually display allocation status by day and hour *For more details, please download the PDF or feel free to contact us.

• Internal Control and Operational Management