Workforce Management Feature Article
September 24, 2012
Be Informed When Purchasing Call Center Workforce Management Software
By Robbie Pleasant, TMCnet Contributor
If you haven’t yet purchased hosted or cloud-based workforce management software, odds are you’re considering it. Well, before you rush off and select the first software boasting cloud services, be sure to take a minute and consider everything you need. Don’t know what that is? Don’t worry, that’s what we’re here for. Here’s some helpful tips from Monet Software for when you buy hosted or cloud-based workforce management software.
First of all, the terms “hosted” and “cloud-based” aren’t to be used interchangeably. Sure, there are some similarities, but the two are still pretty different. Hosted services are on a set of servers at a vendor’s site or center, provided by the vendor and delivered to the customer. Meanwhile, cloud services use a multi-tenant architecture to deliver web-based applications. Cloud-based models tend to be more affordable, faster, and more scalable. While not everyone prefers the cloud, it’s important to know the differences before you make a choice.
Secondly, you have to look at the prices. Many services promise “an all-inclusive monthly fee,” but as with anything you purchase, look for hidden costs. On top of the subscription fees, look for set up and training costs, maintenance fees, customer support, and so on. Most services will offer these free or included in the monthly bill, but make sure you know exactly what you’re paying for.
Last but not least, look at your current architecture and make sure the new software and services are compatible. One can end up spending a lot more than intended if they have to replace various systems in order to work with a hosted service. Most services will say “compatible with ____ products” on their website, and many are made to work with all the leading brands, but it’s still a necessity to look into. A good workforce management solution should integrate with schedules, metrics, compliance, and so on, to make sure everything is connected.
Now that you know some key questions to ask, you can make a more informed decision when purchasing cloud-based or hosted software. There are many great options out there, but it’s important to find the one that suits your company’s needs, size, and budget best.
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Edited by Amanda Ciccatelli