These days, workforce management (WFM) software is maturing beyond time clocks to incorporate mobile access for improved labor productivity. This WFM technology shift is creating a class of cloud and mobility-based vendors as it threatens the outdated “back office” leaders.
Current workforce management solutions have advanced analytics capabilities that enable call center managers to forecast with a higher degree of accuracy of how many agents will be needed for a shift, which is important because balancing the number of agents with call volume is the primary way of keeping call center operating costs down.
Companies have discovered recently that the cloud-based model of WFM delivery has a great deal of advantages over the traditional hosted model. Both offerings tend to be confused with each other, but it is important to address the fundamental differences because they impact on your call center.
So, why should a customer care about the difference? According to Monet Software, a global provider of workforce optimization solutions for small and medium-sized contact centers, customers should care because cloud-based workforce management software offers many advantages including:
With the traditional hosted model, it is simply hosting a client server or Web application on a set of servers at the vendor’s site or computer center. Then, the vendor provides an application that was not originally designed to be delivered over the Web with a few changes, and delivers it to each customer via a single, server.
“It lacks a multi-tenant architecture and requires separate servers and installations for each customer. It is much more costly and less scalable. It also requires support for multiple releases, which is very resource intensive,” Monet said. On the other hand, the cloud-based model uses a multi-tenant architecture that is specially designed to efficiently deliver Web-based applications at a low cost. It focuses on fast set up, low operating costs through shared services, high security for deployment and high performance.
“This ensures available computing capacity when you need it and only when you need it, at the lowest possible cost,” Monet added.Monet’s cloud-based WFM is an affordable and easy to use call center forecasting and employee scheduling software solution which includes ACD integration, real-time agent adherence, intra-day management and agent-supervisor collaboration. With Monet WFM, call centers improve service and reduce costs without the upfront expenses of traditional WFM software or the limitations of scheduling spreadsheets.
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