Community Workforce Optimization Solution Integrated with Broadworks

Today, workforce optimization  is more than just workforce scheduling. Smart companies are using workforce management for more difficult and labor-intensive tasks, such as calculating complex employee compensation formulas.

The WorkForce Management Software Group recently announced that Community, its workforce optimization solution, is now integrated with Broadsoft's Broadworks call center application.

The Community workforce optimization solution is delivered with a multichannel communications gateway. It installs and integrates with multiple platforms in just a few hours.

An important task of workforce management is to boost the perception of fairness among agents. Features like automated vacation scheduling and schedule swapping remove suspicions that managers are “favoring” some agents over others when it comes to vacation and shift scheduling.

Innovative workforce management solutions also include reporting and dashboard capabilities that allow managers or company executives to track schedule adherence in real-time, which means they can make adjustments on-the-fly to correct problems as they happen.

WFMSG principal for product management, Todd A. Cotharin, said, "Community actively queries the ACD reporting platform database, we are not waiting for a report to secure the data. This enables Community to retrieve the resident ACD transactional contact volume and average handling time data.”

Because of this capability, the clients do not have to wait for data to accrue for forecasting purposes. “Additionally, the ACD queue and agent data are moved that right into Community, streamlining the entire end user deployment cycle. WFMSG clients enjoy a multitude of benefits from Community's native integration," Cotharin said.

Community is compatible with more than 20 other ACD manufacturers and product versions.

The Broadsoft integration is completed natively within Community and does not require middleware or scheduled reports to achieve tight integration between the platforms. As a result, clients can avoid third party fees that are often incurred when deploying competitive workforce management technologies.