WFM in the cloud: Five reasons to make the move

Sales of cloud-based Workforce Management (WFM) solutions are on the rise and Olle Dűring, CEO at Teleopti outlines five reasons for contact centers to make the move to cloud without delay.

The order book at Teleopti promises a rosy future for cloud-based Workforce Management (WFM) solutions.  According to the analyst ContactBabel cloud-based WFM is set to at least double with 24% of organizations planning to switch in the next two years.  However, some contact centers are still reluctant to adopt a cloud-based approach.

There could be a simple explanation for this caution, most notably long replacement cycles in organizations that only change their systems out of necessity or after a major corporate-wide review.   Other contact center leaders may believe they don’t have the resources, time or manpower to assess what solutions are available, deploy and then manage their new infrastructure.  Some worry about losing business while transitioning to the cloud and fear it will not offer them the same high levels of functionality, speed, reliability, security and integration.  It’s time to look at the positives and benefits of cloud-based WFM.

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The benefits today

Many organizations who have bought into the cloud model have already enjoyed a variety of tangible benefits, in particular no more major investments in hardware and software, easily accessible WFM data 24/7, automatic back-ups and disaster recovery, the ability to scale up and down the number of users as required with updates and new features added automatically.

Here are five very good reasons to make the switch to cloud-based WFM without delay:

1. Simplify IT

Someone else implements the technology and takes care of all the hardware, software and upgrades saving “infinite” amounts of time and money.  Deployment is rapid, new functionality can be turned on as needed while automatic system changes reduce bug fix cycles.

2. Add agility

Real-time data feeds, updated in seconds, enables faster, more proactive decision-making.  Integration in the cloud means that connecting with other cloud systems such as customer relationship management (CRM) and contact center technology is made easier.

3.Faster Return on Investment (ROI)

Cloud-based WFM outperforms in terms of ROI. While no two contact centers are the same, zero capital investment, faster deployment and easier integration mean ROI is typically achieved quickly.   Illustrating this to purchasing and finance departments to support a move to cloud can be made easier by using online savings calculators to estimate the potential savings from a given start point.

4. Cost

As cloud WFM is delivered as Software as a Service (SaaS) it removes up-front costs. All new functionality (within the bought package), maintenance and innovation are included in the user fee, paying simply for an agreed number of agents. Cloud WFM also allows for a streamlined IT team without the unnecessary hiring of additional staff to manage the software.

5. Integration with current contact center infrastructure

Teleopti WFM Cloud is easily integrated with existing infrastructures. Statistical logging from a contact center platform is through the Teleopti CloudLink, which collects the contact center data and sends it to the Teleopti WFM Cloud.  The contact center platform can be either premise-based or cloud-based.

Before you get started – ask the right questions of your cloud service provider

Look for a WFM cloud service provider you can trust which is well-established with a proven track record in the industry.  Ensure the vendor provides its services over the web to organizations around the world but stores data in an appropriate territory.  Finally, make sure the solution runs on a platform that has received approval from EU data protection authorities, has implemented internationally recognized information security controls and is certified to quality standards such as ISO-27001.

To find out if you have the right provider, ask them the following questions:

• What is your information privacy policy?
• Who is responsible for personal data?
• How is data being backed up?
• Are you experienced in meeting data privacy requirements in my industry and geography?
• What is your physical security plan?
• Would my data reside on an infrastructure that is shared with other customers?

It’s time to make the leap to Cloud WFM.  You’ll wonder why you didn’t do it sooner!  To find out more, read our e-book What’s keeping you from Workforce Management in the Cloud?

Source: https://blog.teleopti.com/2018/11/15/wfm-in-the-cloud-five-reasons-to-make-the-move/

2021 Buyers Guide

Get Listed

Workforce Management

 

1.)

Aspect Software Aspect Workforce Management Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience. Agents can also manage their scheduling need... (read more)Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience. Agents can also manage their scheduling needs, including sequential shift bids and schedule trades, through a consistent user interface on both desktop and the Aspect Workforce Mobile app. Request More Information

2.)

Calabrio Calabrio ONE Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment. Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward. Request More Information

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eGain Corporation eGain Solve Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more. Request More Information

4.)

Eleveo Eleveo WFM Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS. Request More Information

5.)

ethosIQ, LLC BPO Optimizer ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer! Request More Information

6.)

Lieber & Associates Technology Consulting Services Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience. Request More Information

7.)

MFE International Agyletime Cloud Workforce Management Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic . Its ease to Use , easier onboarding, forecasting and better scheduling. You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting. Request More Information

8.)

Noble Systems Noble ShiftTrack WFM Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels. Request More Information

9.)

OpsTel Services SPEED & PLUS The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Perfor... (read more)The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Performance Monitoring & PLUS provides a single interface, where operations teams no longer have to rely on HR, IT or any other organization to administer agent profile data across multiple technologies in the contact center. The PLUS solution allows for simplified provisioning & maintenance of agent profile data reducing processing time from days, weeks or months in LESS THAN 10 MINUTES! The PLUS features: *Agent Provisioning Cycle Time Reduced from Days/Weeks to 10 Minutes or Less *Fully Automated Agent Onboarding / Updating / Maintaining / and Offboarding of Agent Profiles (Identity, Access, Utilization) *Overlays and Enhances Existing Contact Center Solution Set *Enables Operations Staff to Maintain all Aspects of Managing an Agent’s Profile through “Single Pane of Glass” *Supports Multi-Faceted Agent Profile Attribute Configuration Requirements; e.g. Union Rules, Seniority Dates, Etc. *Detailed Agent Profile Audit Trails Request More Information

10.)

Phonestat Phonestat Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff. There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own. Request More Information

11.)	Vads VADS Workforce Management VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first. Request More Information

12.)

QPC Ltd. QPC WFM - Calabrio/Teleopti Specialism QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver. Request More Information

 

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