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News : WorkForce Software Named Exemplary Value Index Leader in Six Distinct Categories by Ventana Research in 2022 Workforce Management

#contactcenterworld, @WorkForceSW, @ventanaresearch

Livonia, MI, USA, Ded, 2021 -- WorkForce Software has been positioned in the top category as an Exemplary Vendor in Ventana Research’s 2022 Value Index on Workforce Management. The index is a quantified, research-based evaluation of technology providers and products. The report recognizes WorkForce Software as a Value Index Leader for six distinct areas: Overall, Capability, Customer Experience, TCO/ROI, Usability, and Reliability.

This Value Index assesses 13 vendors’ products using Ventana Research’s methodology and blueprint, evaluating software in seven key categories that are weighted to reflect buyers’ needs based on their expertise and research. The Value Index is designed to ensure that it provides objective research and guidance to organizations looking to assess and evaluate their applications for business and IT needs.

Workforce management continues to garner additional investment and focus as businesses across all industries recognize the importance of digitally transforming their workforce management and employee communication systems. Ventana Research emphasizes that an explosion of technology innovation associated with leveraging AI/ML and embedded analytics in many areas of a business including a range of HCM processes and operations, and a major reframing of the employer/employee relationship stemming from the widespread emphasis on elevating the employee experience (EX) are two significant trends for businesses. Their research team points out that this was becoming more of a strategic focus across most organizations before the pandemic, but the last two years has made delivering a great EX an essential part of operating a business. They caution that in the absence of this, employees tend to become disengaged, and many will leave. The same can be true of the customers serviced by those workers.

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We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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"Modern workforce management technology is increasingly viewed as critical for creating an engaged and inclusive workforce," says Steve Goldberg, VP and Research Director, HCM at Ventana Research. "Innovative software companies like WorkForce Software also deliver competitive advantage by helping customers materially elevate organizational agility and collaboration."

"WorkForce Software’s leadership position in Ventana Research’s Workforce Management Value Index confirms our commitment to consistently deliver valuable solutions to our customers," says Joe Ross, Chief Product Officer at WorkForce Software. "Our dedicated teams at WorkForce Software are committed to ensuring our customers are able to solve real challenges and realize a return on their software investment – we are driven to create the best modern workforce management solution with EX and AI, delivered on a modern cloud platform, and connecting people wherever they are, no matter if they work behind a desk or have a critical deskless role interfacing with customers or delivering goods and services."

#contactcenterworld, @WorkForceSW, @ventanaresearch

Posted by Veronica Silva Cusi, news correspondent
Source: WorkForce Software


About WorkForce Software:
Company LogoWorkForce Software is a global provider of cloud-based workforce management solutions. The company’s WorkForce Suite adapts to each organization’s needs, delivering a breakthrough employee experience – no matter how unique your pay rules, labor regulations, schedules, and employee self-service needs are. Enterprise grade and future-ready, WorkForce Software removes the noise from a managers’ busy day, protects your organization from compliance risks, provides leadership with strategic business insights, and delivers real employee engagement at the time and place work happens.
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About Ventana Research:
Company LogoVentana Research is a benchmark research and advisory services firm. They provide guidance to help organizations manage and optimize performance. Ventana Research focuses on business and technology trends and best practices that maximize organizations’ potential to perform while reducing the time, cost and risk and still achieve optimal outcomes.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Don't Share Everything

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

Published: Monday, December 27, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
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
 

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