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News : CommunityWFM Expands Community Everywhere Mobile App With New, Role-Specific Functionality

#contactcenterworld, @wfmsg

Richardson, TX, USA, Oct, 2022 -- CommunityWFM, a provider in providing unified, cloud-based workforce management (WFM) solutions for contact centers, announced that it has expanded its Community Everywhere™ mobile app to extend the reach and value of the CommunityWFM solution.

Once built primarily for agent use, the latest version debuts an entirely new experience for contact center supervisors. Based on system settings within CommunityWFM, the app determines whether the supervisor or agent experience is displayed for the end user.

"Improving supervisor and agent communication has become an important area of focus for contact centers. Both groups have the same desire to work better and more efficiently through the mobile functionality of a WFM app," said Daryl Gonos, CEO of CommunityWFM. "The Community Everywhere app now meets the mobile-first needs of supervisors the same way it has successfully met the mobile demands of agents for many years."

The latest functionality lets supervisors remotely view employee adherence and daily shift information, increasing visibility into the agent’s work status, including if the agent is working, taking a break, or conducting a phone call. This improves contact center efficiency by ensuring that agents stay on task from any location.

Supervisors can also adjust schedules and check-ins remotely and mark agents as late or absent through drag and drop functionality from wherever they are. Scheduling requests and changes are real-time, allowing supervisors to review and approve time off requests from their mobile devices.

#contactcenterworld, @wfmsg

Posted by Veronica Silva Cusi, news correspondent
Source: https://newsdirect.com


About CommunityWFM:
Company LogoThe Workforce Management Software Group, Inc. (WFMSG) was founded in 2005 by a team of 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, cloud-based design of Community, now available in two performance versions, and our steps-to-success deployment and services models.
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Today's Tip of the Day - Make Self Service A Breeze

Read today's tip or listen to it on podcast.

Published: Monday, October 17, 2022

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2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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