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WFM in the cloud: Five reasons to make the move - Calabrio - ContactCenterWorld.com Blog

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/

Publish Date: November 15, 2018


2023 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets Connect

Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

5.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

6.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

7.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

8.) 
Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

9.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

10.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 



View more from Calabrio

Recent Blog Posts:
Data is everything in the new era of customer serviceMay 20, 2019
Real-Time Adherence – the art of smarter schedulingMay 8, 2019
Evolving employee engagement with Workforce Management (WFM)April 30, 2019
Guest Blog: There’s a brighter future for contact centre agentsApril 12, 2019
Centralized or de-centralized WFM: 5 ways to strike the perfect balanceApril 8, 2019
How patient are your customers? Erlang A may have the answerMarch 25, 2019
Evaluating if the integration between your WFM & CX platform will be a big “Yes”February 25, 2019
The whole organization is a customer service center – not everyone knows it yet!February 4, 2019
Resistance to change – the arch nemesis of customer experienceJanuary 22, 2019
5 steps to supercharge your customer service with contextual intelligenceJanuary 7, 2019

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