Workforce Management Featured Article
WFMSG Increases Automation in Release 4.4
Automation is unveiling a more efficient contact center, offering management and agents assistance in a multitude of ways. Modern workforce management solutions are creating an environment for happier, better performing agents, less “fire drills” for management and satisfied customers.
WFMSG took the wrapping off Release 4.4 of its Community WFM solution. New additions to the platform focused on improving forecasting and schedule optimization features for enterprise contact centers.
"Release 4.4 represents our continued commitment to ease of use, increased automation and economic access to the benefits of modern workforce management for the entire contact center market," said Daryl A. Gonos, Co-founder and CEO at WFMSG. "Release 4.4 provides any center with cloud-based access to the workforce optimization tool kit that meets their needs and budget. We are making it faster, easier and less expensive to adopt world class workforce management," Gonos concluded.
Specifically, Release 4.4 addresses forecasting and contact center operational optimization with the addition of more automation to the Essentials layer of the Community Enterprise WFM (News - Alert) platform. For users, managing the workforce is done so via single interface or mobile app. Community 4.4 offers compatibility for data collection for SharpenCX and Amazon Connect, for example. This translates to automatic import of historical data, agents, queues and real-time agent state data.
"If your center is new to an automated, integrated WFM platform, simple forecasting and scheduling can be a significant cultural challenge. Essentials delivers the functionality you need to quickly automate core processes today, and as the strategy and culture progresses, a migration path to an Enterprise class product. The Community platform enables this without losing your investment in training, culture, not to mention your WFM software solution," said Todd A. Cotharin, WFMSG Co-founder and COO.
Every business – large or small, new or old – must make customer service a focal point, and the epicenter of these efforts is the contact center.
What WFM is in your contact center?
Edited by Maurice Nagle
