Workforce Management Software Group (WFMSG) announced that it has released a new version of Community to support the company’s sustained double-digit annual growth.
Community 4.3 addresses four key areas including:
“In the past six months, we have grown to be one of the industry leaders in cloud deployments.”
- New architectural enhancements
- Expanded data collection and cloud integrations
- Enhanced forecasting and scheduling tools
- Additional employee engagement capabilities
“As we continue to accelerate our revenue growth, this release gives our clients access to the latest technology advantages and enhances the user experience while reinforcing Community’s reputation for WFM innovation,” said Todd Cotharin, Principal responsible for Operations. “In the past six months, we have grown to be one of the industry leaders in cloud deployments.”
To support the growing demand for cloud-based WFM solutions the new release will support Security Assertion Markup Language (SAML), a leading-edge single sign-on technology designed for large scale cloud environments. In addition, as more companies consider their cloud options, the number of platforms supported has continued to expand. New native adapters for Genesys PureConnect, Liveox and T-Metrics are all supported in the latest release of Community.
In today’s environment, workforce management systems must be intelligent and automated to address the growing number of omnichannel contact centres. No other company understands the role and responsibilities of a WFM analyst better than WFMSG. In addition to industry first technologies Automated Schedule Adjustment Plans (ASAP) and Automated Schedule Attendance Monitor (ASAM), the new release of Community includes automated data retention policies to improve data management; as well as new reporting and FTP delivery of reports for data integration and analysis. To further enhance the agent engagement, ASAP has been extended to allow agents to keep up with all the opt-in offers available to them. Color codes indicate whether an agent has accepted, rejected, or not responded to a given offer.
Dick Bucci, Principal of market research and consulting firm Pelorus Associates, said, “In our most recent report, 2018 World Workforce Management Systems Market, we chronicle the rapid adoption of the cloud model for the workforce management acquisitions. In 2017 the cloud accounted for 56% of new purchases. WFMSG’s timely launch of Community 4.3 with Security Assertion Markup Language technology strengthens Community’s ability to support the cloud model. Other enhancements such as improved forecasting and scheduling continue to demonstrate that WFMSG is one of the most agile and innovative players in the contact centre workforce management space.”
Lastly, the core of any workforce management solution is accurate forecasting and scheduling to optimize staffing plans, meet service levels, and minimize labor costs. New enhancements such as Calendar Special Events, Special Day Forecast Profile, and Copy Working Forecast provide additional functionality designed to improve the usability and improve the forecast accuracy for special occasions.
Community 4.3 will be available to new and existing customers on November 1st, 2018.
The Workforce Management Software Group, Inc. (WFMSG) was founded in 2005 by a team of industry leading 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 design of Community and our deployment and services models. To learn more visit us at www.wfmsg.com.