Brentwood, TN, USA & Prague, Czech Republic, Dec 15, 2020 - Commercial contact centers with 500 or fewer agents now have access to forecasting and scheduling functionality with Eleveo's most recent WFM product enhancement.
The company's WFM solution is built on a native cloud platform that can be hosted in the cloud, on-premise or in hybrid architectures. It seamlessly integrates with Cisco UCCE/UCCX.
Barry Williams, Eleveo's VP of Product and Marketing, views the new multi-skill scheduling feature as just the latest in the company's ongoing effort to provide WFM to commercial contact centers now using spreadsheet-based scheduling and which may lack adequate forecast capabilities.
"We see a large gap in the market for WFM for commercial contact centers. Other vendors make extremely complex software meant for companies with thousands and thousands of agents, but we are focused on the needs of smaller businesses who need less complexity but strong value in scheduling the right number of skilled agents at the right times in the day."
"We also believe that providing both a pay-per-use hosted version of the software in AWS and a customer host-able capability with the same software is a compelling differentiator. Many of our customers are in finance, healthcare and insurance and have heavy investments in their own data centers. Our WFM product will fit easily into that environment, and we make it easy on IT resources. It's deployed as a software appliance requiring minimal effort and little to no internal support for patching.".
Posted by Veronica Silva Cusi, news correspondent
Elevēo strives to simplify complexity for contact centers, minimize service interruptions and provide host anywhere, user-friendly, secure, & scalable software. Our solutions protect your business by recording contact center interactions like service requests, outbound sales, financial or healthcare transactions, providing solutions for privacy and regulatory requirements, and by capturing customer experience. Let us replace your vulnerabilities with secure solutions, providing you 100% global recording coverage in the cloud, on-premise, or in hybrid architecture with a fully Native Cloud WFO suite. Elevēo is a 5-time Gartner Magic quadrant WEM vendor with a rich 20-year history (formerly as ZOOM International).
Published: Thursday, December 17, 2020
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