DALLAS--(BUSINESS WIRE)--Workforce Management Software Group (WFMSG) today announced the newest release of Community WFM, an industry leading software application that provides contact centers a new and innovative approach to optimize and quickly exercise complex workforce staffing plans.
Community WFM 4.2 is a game changer in workforce management. This application tightly integrates an innovative, multi-channel communication framework with new industry-first enterprise features. The two-way communication framework features an agent mobile app, six configurable notification channels and four browser-neutral and tablet-ready integrated desktop portals. Combined, this framework unites contact center resources to effortlessly execute strategies in response to the dynamics of unexpected staff and customer behaviors.
Community eclipses the objectives and impact of the legacy WFM technologies by automating communications and processes that have been out of the realm of its predecessors. Beginning with baseline schedule optimization, Community alerts analysts to risks and thru automated attendance monitoring and precise intraday reforecasting enables the them to expand or contract the workforce in minutes based on current conditions and customer behaviors. This expanded feature set accesses ROI that is unattainable from legacy WFM platforms.
According to Dick Bucci, Founder and Chief Analyst at Pelorus Associates, “Since its inception the Community solution has excelled in making workforce management easy and even fun. This latest generation continues to simplify scheduling and forecasting in highly dynamic contact center environments and adds even more value by automating response strategies and, through its open design, substantially reducing the time and cost of integrating with related enterprise applications such as human resources and payroll.”
Community Everywhere is the industry’s most advanced mobile application; connecting and empowering agents by providing visibility to schedules, schedule change notifications, opt-in offers, reminders, adherence KPI’s and more.
Also new in Community WFM 4.2 are flexible data export capabilities that seamlessly extract rich data from the system to be integrated with other 3rd party systems such as time clocks and payroll interfaces. Data Targets move the ability to integrate from IT to your WFM analysts.
“Community WFM is a revolution in workforce management that supports the modern, multi-channel mobile world of today,” said Daryl Gonos, CEO, WFMSG. “Community’s unique features have established a new standard for enterprise workforce management applications by automating the WFM process itself.”
WFMSG will be showcasing Community WFM March 27-29th at the SWPP conference in Nashville, Tenn.
The Workforce Management Software Group, Inc. (WFMSG) was founded in 2005 by a team of industry leading workforce management experts. WFMSG personnel were deeply engaged with legacy workforce management technologies and deployment approaches for Fortune 500 companies throughout North America and abroad. This expertise was distilled into the modern design of Community and our deployment and services models.