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Community News & Events

WFMSG Announces New Release of Community Workforce Management Software

Mar 24, 2017

Community 4.2 further revolutionizes how companies plan, staff and execute their workforce optimization strategies.

DALLAS, TX., March 24, 2017 – Workforce Management Software Group (WFMSG) today announced the newest release of Community WFM, an industry leading software application that provides contact centers a new and innovative approach to optimize and quickly exercise complex workforce staffing plans.

Community WFM 4.2 is a game changer in workforce management. This application tightly integrates an innovative, multi-channel communication framework with new industry-first enterprise features. The two-way communication framework features an agent mobile app, six configurable notification channels and four browser-neutral and tablet-ready integrated desktop portals. Combined, this framework unites contact center resources to effortlessly execute strategies in response to the dynamics of unexpected staff and customer behaviors.

Community eclipses the objectives and impact of the legacy WFM technologies by automating communications and processes that have been out of the realm of its predecessors. Beginning with baseline schedule optimization, Community alerts analysts to risks and thru automated attendance monitoring and precise intraday reforecasting enables the them to expand or contract the workforce in minutes based on current conditions and customer behaviors. This expanded feature set accesses ROI that is unattainable from legacy WFM platforms.

According to Dick Bucci, Founder and Chief Analyst at Pelorus Associates, “Since its inception the Community solution has excelled in making workforce management easy and even fun. This latest generation continues to simplify scheduling and forecasting in highly dynamic contact center environments and adds even more value by automating response strategies and, through its open design, substantially reducing the time and cost of integrating with related enterprise applications such as human resources and payroll.”

Community Everywhere is the industry’s most advanced mobile application; connecting and empowering agents by providing visibility to schedules, schedule change notifications, opt-in offers, reminders, adherence KPI’s and more.

Also new in Community WFM 4.2 are flexible data export capabilities that seamlessly extract rich data from the system to be integrated with other 3rd party systems such as time clocks and payroll interfaces. Data Targets move the ability to integrate from IT to your WFM analysts.

“Community WFM is a revolution in workforce management that supports the modern, multi-channel mobile world of today,” said Daryl Gonos, CEO, WFMSG. “Community’s unique features have established a new standard for enterprise workforce management applications by automating the WFM process itself.”

WFMSG will be showcasing Community WFM March 27-29th at the SWPP conference in Nashville, Tenn.

About WFMSG

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.

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Analyst Perspective: The WorkForce Management Software Group, Inc. (WFMSG)

Sep 23, 2016
“Analyst

If you have not yet heard of the Workforce Management Software Group, Inc. (WFMSG) it is likely you will come across their Community workforce management solution in the very near future. And you may not even know it when you do! After spending nearly a decade largely under the radar, this now well established provider has emerged as an innovative and significant player that is reshaping the definition of workforce management and the workforce optimization landscape.

Company Profile

Founded: 2006, Privately Held
Corporate Offices: Plano, TX
Product: Community Workforce Management
Industries Served: Financial, Insurance, Utilities, Technology, Retail, BPO’s, Healthcare, Federal, District & Local Government Agencies
Number of Installed Customers: 100
Compatible ACD’s: Approximately 20 different manufacturers including: AVAYA, CISCO, EICC, Interactive Intelligence, Mitel, ShoreTel etc.
Markets Served: North America, Near Shore, EU
Target Market: 25 - 5000 Agents
Product Licensing Model: Buy or Subscribe

Company Background & Strategy

The primary reason for WFMSG’s explosive growth, 140 % year over year, is modern product design featuring true ease of use coupled with a unique distribution strategy. Their product is bundled with eight well established technology providers within the contact center space. These include quality monitoring and recording companies, as well as, a global ACD provider. Community is often white labeled, one reason you may not have been previously aware of the company. All of the Community resellers are well established and have a substantial installed base in need of WFM technology. In every case, each of the Community resellers supports their own distribution network which further extends WFMSG’s reach into the broader market.

Another reason for the Company’s consistent growth and success is their deep understanding of workforce management systems and practices going back nearly 25 years. WFMSG began as a consultancy focused exclusively on workforce management systems and practices. Their personnel average nearly 20 years of workforce management experience across all product lines. This perspective on the needs of contact centers and thorough knowledge of legacy technologies has led to some true innovation within their Community product and a unique deployment methodology which they call the “Steps-to-Success” deployment model. Highly consultative in nature, this approach accelerates adoption and takes clients into production using a best practices model. Steps-to-Success wizards and multi-media training videos are embedded within the Community software. The end results are highly effective deployments and satisfied customers.

About Community WFM

Based on familiar Microsoft Architecture the Community WFM solution is browser neutral and supports full virtualization for private cloud deployments. Depending on the ACD manufacturer a fully hosted service is also available. A true cloud offering is on the near term product roadmap. The solution is highly scalable from 25 to 5000 agents and beyond and supports high availability and secure https environments. The product is licensed by named scheduled agent and is delivered with four tightly integrated and configurable desktop portals. Community also features an Agent Mobile App, Community Everywhere, for iOS and Android operating systems.

The system is available via a traditional CAPEX purchase or on a subscription basis (OPEX). Community integrates with over 20 ACD manufacturers making it one of the most broadly compatible WFM solutions on the market. This flexibility is another reason for its appeal to WFMSG’s growing reseller network and contact center executives. Community can be readily extended to integrate with CRM, HR and payroll applications. The product is delivered all inclusively with some minor exceptions and clients may adopt single site, multi-site, virtual site and virtual agent strategies on-demand the day the product is installed – and all for no additional licensing or professional services fees. All upgrades are covered under WFMSG’s standard Software Assurance program.

Some of Community’s unique features are:

  • Five different modeling engines for staff planning
  • Use of agent photos when reporting
  • Schedule optimization wizards
  • An interactive, color coded shift bidding mechanism
  • Rich agent portal that also features a virtual agent shift swap board
  • Targeted streaming messages
  • Optional communications channel management

Delivering Innovation

While the WFMSG organization is rapidly expanding, the Company is still small enough to maintain close and ongoing relationships with their customers. Good ideas from the field quickly find their way to the product management team. From there, an assessment is made about the practicality and marketability of the new feature. If management green lights the idea, prototypes are quickly developed and field tested with actual customers. A good example of this customer driven design is the development of ASAP (Automated Schedule Adjustment Plans). Customers expressed their frustration with the difficulty of reacting to sudden and unanticipated changes in call volume or resources. ASAP serves as a two-way notification gateway that facilitates communication between all contact center personnel enabling almost instantaneous realignment of contact center resources. ASAP may even serve as a built in emergency management system. Managers and analysts can broadcast messages on any one or any combination of the channels within the ASAP framework.

For example, if a need arrives for the re-alignment of agent resources, the center can quickly add, remove or refine their staff based on current conditions using eight categories of reusable strategies. An opt-in solicitation can be presented to targeted groups of agents via desktop pop-up, carrier independent text messaging, or to agent smart phones using the Community Everywhere™ mobile app. With a simple “click” or a code entry the agent can accept or decline an offer for over or undertime. Community will then update the agents’ schedules automatically. Depending on which channel the agent responded on, those agents will receive a confirmation that they have accepted that offer and their schedule has been changed accordingly. Analysts can now execute an unlimited number of condition based strategies resulting in hundreds of schedule changes and communicate those to the agents in one single motion and in just a few minutes. It is a powerful blend of technologies that for the first time in the industry, automates the intraday change management process enabling impact resistant service level delivery, increased agent productivity and more agile opportunity cost control. We believe this particular functionality will become a new standard for all WFM and WFO systems in the future.

WFMSG is Best-of-breed

With over our 10 years of monitoring the WFM vendor space, Pelorus has observed the industry’s strong migration toward the workforce optimization concept and significant industry consolidation. There are benefits to relying on a single vendor for multiple applications but there also downsides. WFMSG is among a small group of vendors that specialize in workforce management. There are obvious advantages to maintaining domain expertise and a technology focus on one discipline, as illustrated by the success of WFMSG and the unique set of benefits available to the users of their Community solution.

About Pelorus Associates

Pelorus Associates is a consultancy that specializes in contact center technology and best practices. We have published 14 comprehensive reports on the state of the industry, co-authored two books on best practices, and published dozens of articles and blog posts. Our clients include virtually all of the major producers of interaction recording and workforce management solutions. In our opinion, WFMSG brings to the table an exceptional combination of products and services that merit the consideration of contact centers seeking to invest in workforce management for the first time or replace legacy systems that are no longer adequate to support today’s multi-skill and multichannel customer care environment.

Dick Bucci, Founder and Chief Analyst

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WFMSG Announces Partnership with OnviSource

Sep 23, 2016
WFMSG Announces Partnership with OnviSource

(PLANO, TX – September 23, 2016) The WorkForce Management Software Group, Inc., (WFMSG) a leading provider of workforce management solutions and services and OnviSource a leading provider of workforce optimization and customer experience management (CXM) solutions, recently announced a new partnership that integrates their Community™ workforce management with OnviSource’s Persona™ front and back office workforce management (WFM) solution.

Affordable, Feature Rich and Easy to Use Community WFM Enhances OnviSource’s Enterprise Optimization, Automation and Unification Solutions

WFMSG has extensive experience in the workforce management industry which led to the development of their Community WFM solution, a new generation solution meeting and exceeding the expectations of modern enterprise workforce managers, while avoiding the higher costs and other challenges of cumbersome legacy WFM solutions.

“WFMSG is very pleased that OnviSource has selected our Community workforce management as their solution of choice for their existing and future clients. We expect the powerful combination of OnviSource technologies and services, now enhanced by the Community platform, will accelerate success for both organizations through offering the next generation WFM,” said Daryl A. Gonos, CEO and Co-founder of WFMSG.

In addition to all critical capabilities expected from an advanced WFM, Community’s well-integrated and feature-rich portals, combined with its ease of use, empower and engage all personnel for an optimal and unified performance, truly delivering the sense of “community” and “collaboration” to agents, back office employees, managers, analysts and administrators. It is highly dynamic in real-time capturing of variances and intraday changes against the set schedules and events, automatically optimizing the schedules and resources, broadcasting the changes to all affected personnel, and providing management with insightful and impactful analysis.

“Similar to all of our Next-Gen solutions that are offered to transform today’s enterprises to their next generation of performance, we have been searching for a WFM product that, when integrated with our solutions, can cost effectively address the needs of the next generation management of workforce,” said Ray Naeini, Chairman and CEO of OnviSource. “We are pleased to announce our new partnership with WFMSG in fulfilling our unique objective in offering affordable workforce management solutions, with the capabilities required to meet the needs of today’s complex management of employee schedules, payroll expenses and customer satisfaction.”

Under the OnviSource brand, Persona workforce management, Community will be fully integrated with OnviSource’s multichannel recording, analytics, QA, and Customer Experience Management solutions. Persona, therefore, will be able to utilize the real time and the actionable knowledge provided by OnviSource’s multichannel analytics and quality assurance (QA), deliver a new generation of WFM, and significantly improve the management of workforce, payroll expenses, workload and customer satisfaction.

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