Workforce Management Software: Provide Exceptional Support for Your Contact Center
Vonage collaborates with workforce management solutions software to enhance contact center efficiency by integrating shift planning and demand prediction. Maximize your productivity and improve customer service through contact center management reporting with Vonage.
Streamline Omnichannel Support
Fuse contact center infrastructure voice channel with Salesforce digital channels to optimize omnichannel support
Take Action in Real-Time
Use real-time agent adherence statistics to manage your teams as effectively as possible, giving you the best opportunity to meet service levels
Meet Your Service-Level Goals
Provide the right number of agents with the right skills to handle predicted call volumes to achieve designed SLAs
A Single-Vendor Advantage
Enjoy the added benefit of purchasing a complete contact center workforce management solution from a single vendor — easier purchasing, simpler supplier management and support model contact center
Advanced Workforce Management Software For Contact Centers
Workforce Management (WFM) solutions relay the available data and use it to improve the accuracy of your forecasts and create schedules that are just right for your organization and service-level goals. Traditionally, workforce management tools meant large upfront costs and ongoing maintenance, but with Vonage Contact Center, you can:
- Remove the upfront costs and burden on IT resources
Create accurate forecasts by analyzing omnichannel data from your contact center infrastructure and Salesforce
- Immediately adjust your schedules to meet your changing needs or respond to the unexpected with intraday tracking of trends
Verint® Workforce Management
Verint® Workforce ManagementTM provides powerful tools and streamlined processes that help reduce costs by avoiding overstaffing and unnecessary overtime. It also enhances efficiency by enabling scheduling across various channels, teams, time zones, and locations, including remote setups.
Boost your employee satisfaction by giving staff more control over their schedules and an improved work-life balance. See how below.
Verint® Workforce Management Professional
Combine the Vonage Contact Center for Salesforce platform and Verint® Workforce ManagementTM (WFM) Professional to take positive steps toward balancing the cost vs. service dilemma using the most accurate data source possible: your own contact center data.
- Make the implementation and everyday use far simpler for your teams
Use your historical activity and apply it to the future with Verint WFM Professional solution for contact centers and help desks
Analyze omnichannel data from both your contact center infrastructure and Salesforce to create accurate forecasts
Verint® Workforce Management Enterprise
Visibility and real-time guidance for enhancing customer service processes and workforce performance
Omnichannel intelligence helps make better, faster, and easier decisions to optimize customer engagement and employee productivity, drive revenue and competitive advantage, and enhance compliance and security
A unified, mature workforce optimization platform with best-of-breed functionality, simplified system administration and maintenance, intuitive interfaces and navigation, and reduced TCO
World-class expertise in global implementation, project management, and technical specialisms available to accelerate and increase ROI
Calabrio Workforce Management
Thanks to Calabrio Workforce Management (WFM) and Vonage, you’ll easily access innovative tools to plan and manage your contact center operation. Agents will also enjoy the autonomy and flexibility to manage their work-life balance.
Blend customer behavior and changing conditions to create accurate forecasts and precise yet flexible schedules
Streamline workflows and build schedules with rules-based automation
Respond to changes in real-time with dynamic intraday scheduling tools
Manage voluntary time off and overtime processes and fill overtime opportunities and additional hours in real-time with AI automation
Empower agents through self-scheduling while maintaining staffing-level requirements
injixo Workforce Management
Connect your Vonage data with injixo WFM to enable a powerful workforce management system. With our native Vonage integration, you’ll benefit from a seamless experience between the data you trust and the injixo user-friendly WFM software:
Predict your workload with smarter, fully-automated forecasting
Save time with easy scheduling that meets your demand
Manage schedule adherence with a real-time data connection
Workforce Management Features for Today’s Contact Centers
MINIMIZE COMPLEXITY
A single, pre-integrated platform from a single vendor seamlessly connects your WFM and telephony.Deliver on Your SLA
Consistently optimize schedules to meet service level agreements.Forecast
More accurately predict upcoming traffic by using existing rich data.REDUCE COSTS
Properly staff your team based on accurate forecasting.ENSURE REAL-TIME AGENT ADHERENCE
Integrating workforce management with Vonage allows for greater detail in agent adherence. This highlights who is available to take a call at any point.
Schedule
Conveniently combine automatic scheduling with accurate forecasting.Looking for Answers About Workforce Management?
Workforce management (WFM) is the process of optimizing resource allocation, tracking attendance, and ensuring workplace compliance.
The benefits of workforce management include improved productivity, streamlined resource use, and alignment with workplace standards.
Workforce management uses tools and processes to plan, track, and optimize employee scheduling, attendance, and performance.
An example of workforce management is using software in a contact center to schedule agent shifts, track call volumes, and ensure optimal staffing levels during peak times to maintain service levels.
Workforce management software automates scheduling, tracks attendance, and optimizes labor resources to improve efficiency and reduce costs.
Workforce management platforms typically include functions and features such as:
Employee Scheduling. Automates shift creation and ensures optimal staffing levels
Time and Attendance Tracking. Monitors employee hours, attendance, and absences
Labor Forecasting. Predicts staffing needs based on demand and historical data
Leave Management. Manages vacation, sick leave, and other time-off requesT
Performance Monitoring. Tracks employee productivity and performance metrics
Compliance Management. Ensures adherence to labor laws and company policies
Payroll Integration. Streamlines payroll by integrating with time-tracking data
Mobile Access. Allows employees and managers to access schedules and updates on the go
Reporting and Analytics. Provides insights into labor costs, productivity, and workforce trends
To choose a workforce management solution, evaluate its features, scalability, ease of use, integration capabilities, and cost-effectiveness based on your organization's needs.
