According to new research from DMG Consulting LLC, workforce management (WFM) is still the most important productivity tool for contact centers as companies seek to deliver a more personalized customer experience.
"WFM is an essential productivity tool for front-office (contact center) and back-office operating areas," commented Donna Fluss, president, DMG Consulting. "It's also necessary for companies that want to deliver an outstanding customer experience, because it's designed to ensure a department has the proper number of resources with the right skills at the appropriate time."
The popularity of WFM is leading many companies to team up with one another. The latest partnership was revealed today when NewVoiceMedia (News - Alert), a provider of cloud contact center and inside sales technology, announced that it has joined forces with Verint Systems Inc. Verint is a provider of customer engagement optimization solutions and received a score of five out of five in several key product satisfaction categories in DMG’s 2017/2018 Workforce Management Product and Market Report.
As a new reseller, NewVoiceMedia will sell and support Verint (News - Alert) Workforce Management, helping customers to gain unprecedented visibility into staffing, processes and work across their enterprise. Making the whole process easier is the fact that Verint WFM integrates seamlessly with the NewVoiceMedia ContactWorld platform. As a result, managers are provided with a single solution to plan, forecast and optimally schedule employees to match the workload across their omnichannel customer-serving departments. This ultimately helps ensure that agents with the most appropriate skills are made available at the right time, while also adhering to schedules.
Jonathan Gale, CEO of NewVoiceMedia, commented, "We’re extremely pleased to announce our partnership with Verint, which will provide the choice of premium pre-integrated partners, together with the ease of use, efficiency and reliability our customers expect. This partnership comes at an important time as we accelerate our business internationally and is an excellent validation of our API strategy. With platform architecture that allows customers to integrate their communications channels with other systems, such as WFM, we are enabling businesses to get the most value out of their data while, crucially, improving decision making and processes to deliver more successful conversations, globally.”