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Pelorus Associates Puts Focus on WFM

November 02, 2018

Workforce management places contact centers in a position for success. Offering optimization, automation and efficiency to enhance customer service, building loyalty and boosting the bottom line, workforce management software is necessary.

The 2018 Workforce Management (WFM) Systems Market report was released by Pelorus Associates this week, awarding Verint (News - Alert) with the top ranking in overall global market share. The report further detailed the requirement of and trends in workforce management solutions.

Verint’s WFM is aimed to deliver employee engagement, reduced costs, simplified operations and automation to make customer service teams function as one unit to provide improved customer interactions.  A key driver in the evolution of WFM is the cloud, which allows the flexibility, scale and agility required to support a modern, digital-first enterprise.

“In our latest report, we explore how WFM can assist in helping organizations differentiate via service while improving responsiveness to customer individuality and preferences,” said Dick Bucci, principal, Pelorus Associates. “As well, WFM has a vital role in addressing new ‘Gig Economy’ talent scenarios, countering pending labor shortages, and supporting productivity. These are all themes that Verint touches on in the company’s positioning of its WFM solutions—which are leveraged as the customer engagement backbone of a growing number of leading brands worldwide, per our research.”

Global corporations require, robust, future-forward and feature-rich solutions capable of supporting the rigorous demands of growth and our omnichannel world.

What WFM solution is in your contact center?

Edited by Maurice Nagle