Authority Software Releases New Workforce Management Solution

Workforce management solutions play an important role in the day to day operations of a call center. They also help to support the long term goals of a business. With offerings like call recording and forecasting - it’s possible to procure and maintain necessary and strong relationships with clients and customers while also cutting costs and boosting productivity levels.

Authority Software, a provider of 100% cloud-based workforce optimization solutions for enterprise contact centers, has announced it is now offering a new workforce management solution, Authority Workforce Management, which rounds out its industry applications already available to the market.

With the new Authority WFM solution, there is no need for spreadsheets for everyday work. Instead a proprietary technology levels calculation intensive processes so it's possible to speed up forecasting.

Getting the right agent on at the right time is critical in the call center. With more distributed workforces and remote working today, achieving this has been difficult for many businesses. With Authority WFM, call centers get real-time data and analytics and everything needed to address modern call center needs.

In addition to customizable and accurate forecasting and scheduling with the click of the mouse, the solution also gives agents control over their shifts while still adhering to pre-programmed parameters. And best of all, it’s scalable from just a few to a few thousand agents quickly and easily.

"We are thrilled to enter this arena and to offer an alternative to existing legacy solutions that at their core, are premise based. Our WFM is 100% cloud native, designed by WFM subject matter experts, and built by us from the ground up with nothing bolted on," said CEO Lou Mandic.

 "Our time to launch can be measured in days, not months. Coupled with our concurrent licensing model, our WFM solution is the most cost effective to implement and use. Billing for named agents is an extremely dated model that only serves to eat into a contact center's profit margins. Our solutions are scalable, and our customers only pay for what they are using in any given month,” said Mandic

Edited by Luke Bellos