New version features advanced architecture and innovation

The WorkForce Management Software Group, Inc. (WFMSG), the provider of the industry-redefining Community workforce management solution, today provided more details on the new 3.5 release of Community workforce management. The new version may be viewed at the ICMI Contact Center Management Conference and Expo to be held June 1 – 3 at the Renaissance Austin Hotel.

“The upgraded state-of-the-art architecture produces faster processing speeds and the new features streamline execution and further enhance Community’s forecasting, scheduling and intraday management value,” said WFMSG Principle responsible for Sales and Marketing, Daryl A. Gonos. “The development effort migrated our web based solution to an even faster .NET 3.5 platform. We widely incorporated AJAX resulting in a greatly enhanced user experience. Our clients can now make drag and drop schedule changes through the web browser speeding the intraday exception and management process for supervisors and schedulers. The intraday management value that is associated with these features cannot be overestimated,” Gonos concluded.

“We have further incorporated the use of the agent photos as a reporting option and as more and more centers incorporate work-at-home agents this feature will maintain the human connection that is integral to successful contact center operations,” says WFMSG, Principle responsible for Product Management and Operations, Todd A. Cotharin.” Our planning functions now include a detailed breakdown of cost associated with all the different events and activities within the center and this budgeting component expands the impact of our solution at the executive level. Our product plan will continue to include broader enterprise collaboration and effective social communications as defining characteristics of the Community solution. It is not sufficient to execute simply on the planning side of the equation any longer, today’s workforce management solutions have to connect people while controlling cost,” Cotharin concluded.

Community delivers a full array of cost saving contact center forecasting and schedule optimization features. Community allows users to optimize schedules, as well as, execute timely intraday management procedures to run at peak efficiency. Community is 100 percent browser based and can be deployed in as few as four weeks using WFMSG’s proven “Steps to Success” process.

About WorkForce Management Software Group, Inc. (WFMSG)

WFMSG has emerged as the innovator in collaborative, low cost workforce management solutions. WFMSG’s Community is coupled with an intelligent deployment process that results in very rapid installation and product adoption. Community is compatible with most of the major telephone systems including Aspect®, Avaya®, Nortel®, Cisco®, Interactive Intelligence®, Siemens® and is also integrated tightly into Five9’s® hosted, call center software on demand, solution. To learn more about Community or set up a live product review of this revolutionary solution and services package, contact us at (877) 668-6870, email us at info@wfmsg.com.