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

WFMSG News & Events

WFMSG Raises the Bar for Delivering Exceptional Customer Support

06-Nov-2018

Customers now have access to a customer engagement portal that includes a fully integrated support system, new customer forums, and a knowledge center with a wide range of self-service product information.

DALLAS, TX, November 6, 2018 – Workforce Management Software Group (WFMSG) today announced that it has unveiled a new online customer engagement portal that will further enhance the customer experience by automating the support process and providing Community users with immediate access to critical product information to help answer questions quickly.

Already recognized for providing exceptional customer support, WFMSG has raised the bar again by delivering an unmatched experience for the workforce management industry. The new customer engagement portal enables customers to open and view the status of their support tickets. When entering a support ticket, the system will dynamically search the knowledge center for a quick solution. In addition, customers can access the customer forums where they can browse product information, share best practices and interact with other Community workforce management users.

“Today’s customers want immediate access and visibility into their support requests and other relevant product information,” said Todd Cotharin, Principle, Operations. “Our new customer engagement portal not only helps deliver exceptional customer service, the entire support ecosystem has been greatly improved and is now smarter and more efficient than ever.”

WFMSG’s new support system will bring customers closer to the information they need on a shared platform. The customer engagement portal can convert incoming support inquiries from multiple channels and will prioritize and assign them across our support team. In most cases the Community team resolves open issues the day they are submitted.

Existing customers can gain access to the customer engagement portal by going to www.wfmsg.com and clicking on Support.

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.

Read More

WFMSG Announces Enhanced Workforce Management Software to Support the Company’s Explosive Growth

24-Oct-2018

New release of Community builds upon the products unique modern design, intelligent automation and numerous architectural and security improvements for both the enterprise and cloud deployments.

DALLAS, TX, October 24, 2018 – Workforce Management Software Group (WFMSG) today 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:

  • 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, Livevox 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 centers. 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 center 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.

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.

Read More

WFMSG Adds MessageMedia Text Messaging To Its Workforce Management Communication Platform

23-Apr-2018

Agent collaboration allows WFM analysts to update staffing schedules in seconds, ensuring organizations can meet service levels and deliver the best customer experience.

DALLAS, TX, April 23, 2018 – Workforce Management Software Group (WFMSG) today announced that it has expanded its communication platform to include MessageMedia’s market leading SMS/Text Messaging solution.

The Community WFM communications framework natively connects agents, supervisors and analysts through multiple channels including text messaging. As call demand fluctuates throughout the day, immediate agent collaboration via text messaging gives contact center managers the ability to have the right number of agents with the right skills, at the right time, across all channels throughout the day.

“MessageMedia serves over 25,000 customers and we are excited to add their technology to our Community WFM platform,” said Daryl Gonos, Principal, WFMSG. “With the use of text messaging we are able to give agents input into critical scheduling decisions.”

Mark Rothert, USA President, MessageMedia added, “WFMSG offer a fantastic product and we are genuinely excited to see our partnership facilitate the power of SMS messaging from their existing platform. SMS is a highly effective tool for scheduling and organizational tasks that ultimately saves teams time and increases their effectiveness.”

Using MessageMedia’s text messaging service, supervisors and schedulers can:

  • Send ad-hoc information and notifications to a specific group or individual
  • Send reminders about upcoming schedule events
  • Solicit agents for opt-in shift adjustments
  • Notify agents of schedule changes and processed requests

By giving agents more control over their work schedules, this provides a better work-life balance to deal with unexpected challenges in every-day life.

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.

About MessageMedia

MessageMedia has been a pioneer in business messaging since its inception in 2000, delivering solutions that enable companies to transform how they communicate with clients, stakeholders and staff. Whether looking to automate administrative and call center workflows, integrate with existing systems through API’s, or facilitate how marketing teams increase engagement and conversion, MessageMedia Group has over 23,000 customers, sending over a billion messages per year.

MessageMedia Group provides a comprehensive range of business messaging solutions and consulting for businesses across almost every industry, including: alerts and notifications; appointment reminders; billing and payments; marketing; staff notifications and rostering.

Read More

WFMSG Expands, Appoints Vice President of Marketing

09-Jan-2018

Due to significant growth and increased revenue projections, WFMSG will focus on enhancing the company’s marketing initiatives to grow brand awareness and industry leadership.

DALLAS, TX, January 9th, 2018 – Workforce Management Software Group (WFMSG) today announced the appointment of Roger Woolley to Vice President of Marketing.

Roger has more than 25 years of marketing strategy and product marketing accomplishments with extensive experience in the contact center market. Roger brings a special interest and successful background in workforce optimization technologies including workforce management, customer analytics, and other customer experience solutions. Roger has been tasked with building stronger brand awareness, creating differentiated messaging, and helping expand our strategic partnerships to achieve the company’s goals and increase market share. Prior to joining WFMSG, Roger held key marketing positions with Verint Systems and etalk Corporation.

“After four straight years of over twenty percent revenue growth, we are excited about adding an industry marketing leader to help us achieve our future revenue projections,” said Daryl Gonos, WFMSG Principal. “Building the WFMSG Community brand is paramount to our continued success and we look forward to the experience Roger will bring to help us reach our goals.”

As customers look for cloud-based workforce management solutions that are cost effective, easy to implement, and offer a unique set of features, they are shifting away from traditional offerings to alternative solutions. In fiscal year 2017, WFMSG experienced a three-hundred percent increase in SaaS customers, and expects that SaaS licensing will overtake on-premise deployments in 2018.

“As the company was built with a strong heritage in workforce management consulting, Community WFM is unique because it’s designed and built by workforce management experts,” says Roger Woolley. “The product has a modern design, is multi-channel mobile ready, and automates many WFM processes. I couldn’t be happier about joining the WFMSG team and leading the marketing efforts.”

To accommodate WFMSG’s expansion plans, the company recently moved its headquarters to a larger office located in Richardson, Texas. To learn more about WFMSG, please visit our web site at www.wfmsg.com.

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.

Read More

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.

Read More

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.

Read More

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.

Read More