Community represents innovation, built on the unmatched expertise of WFMSG.

WFMSG News & Events

WFMSG Joins ShoreTel’s TechConnect Marketplace

31-Jul-2017

Community WFM is fully certified to deliver extended value to ShoreTel’s reseller partners and end-user customers.

DALLAS, TX., July 31, 2017 – Workforce Management Software Group (WFMSG) today announced that its Community workforce management system has completed interoperability certification via the ShoreTel TechConnect program and that the product is available in the ShoreTel TechConnect Marketplace. ShoreTel Connect Contact Center, like Community WFM, can be deployed based on the customer’s preference of Connect CLOUD, ONSITE, and HYBRID.

WFMSG has enabled a deep integration to ShoreTel Contact Center, capturing real-time events from Contact Center making schedule adherence a standard feature for ShoreTel customers. In addition, Community can import Contact Center’s agent information, queues, and historical data so that customers can accurately forecast and build schedules from the beginning without having to wait for data to accumulate.

“ShoreTel and WFMSG enjoy success in the same target market and we share many common clients already,” said Daryl Gonos, principal responsible for sales and marketing. “Joining the TechConnect program ensures these customers now have access to a fully integrated workforce management solution.”

Community WFM represents the next generation of workforce management by integrating collaboration technologies and a host of one-of-a-kind features that better empower users and capture ROI. Equipped with enterprise class WFM features, Community users can leverage a multi-channel communication framework to optimize their workforce with speed and precision.

“We are pleased to welcome WFMSG to the TechConnect Program,” said Mark Roberts, chief marketing officer for ShoreTel. “TechConnect provides an ecosystem of tightly integrated solutions that extend the value of ShoreTel solutions and WFMSG’s certified solution will continue to streamline workflows for our mutual customers.”

Community includes the industry’s first embedded two-way communication framework with an agent mobile app, multiple notification channels and an integrated desktop portal. This agility and precision allows effortless execution of schedule plans and strategies in response to staff and customer behaviors.

In addition, Community WFM includes advanced features such as Automated Schedule Attendance Monitoring (ASAM) and Data Targets further automate processes previously unexploited by legacy WFM providers.

To learn more about WFMSG and Community WFM, visit the ShoreTel Marketplace at www.shoretel.com/partners/shoretel-techconnect.

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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WFMSG Announces New Release of Community Workforce Management Software

05-Jul-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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WFMSG Announces Partnership with OnviSource

05-Jul-2017

(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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