Call Center Scheduling Feature Article

October 21, 2010

SaaS Market Share Growing, Good News for Call Center Scheduling

By Chris DiMarco, TMCnet Managing Editor

Workforce management programs are designed to make scheduling for call centers easier and provide the right amount of skilled agents when needed. A large portion of this comes from the software’s ability to accurately forecast the level of staffing that will be needed on any given day.  With Monet’s innovative cloud based solutions a call centers can maintain the most current version of the program without having to patch or maintain system themselves. This ensures that the forecasting in Monet’s WFM suite will always have most recent technology when determining a schedule.

 SMB adoption of SaaS (News - Alert) products has exploded in recent years, specifically in WFM, IVR, CRM and other call center based technologies.  According to a recent study by AMI-Partners, SMB spending in the U.S. on software-as-a-service will grow dramatically in the next 5 years, out pacing the premise based alternatives by a considerable amount. The study forecasts a 25 percent compound annual growth rate for hosted business applications through 2014. The growth will likely stay in the industries it already has a foothold in, with adoption from other sectors slowly picking up speed as SaaS proves itself in those realms.

AMI’s 2010 Worldwide SMB Cloud Service study will examines the SMB Cloud community in over 30 countries, including SMB preferences for cloud-based application bundles, price sensitivity and purchase channel preferences. There are a number of advantages to the cloud based model, including out-of-the-box functionality, unlimited scalability and flexibility.

Especially when it comes to scheduling a call center, the ROI for one of these systems comes from an increase in productivity more than anything else. Onsite workforce management suites require maintenance, security, and upgrades but the shared infrastructure of a SaaS WFM system means staff can concentrate solely on providing customer service.

 Elimination of technical problems let call center managers concentrate on training and scheduling while freeing them from technical distractions.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Chris DiMarco

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