NewVoiceMedia has launched a new workforce management solution called ContactWorld Perform.
With workforce management and telephony in one complete solution, businesses can dynamically change the customer experience based on the resources at hand.
Using the power of the cloud, agents can log in from home, check their schedules, and make schedule change requests, such as holidays. At really busy times, managers can even ask staff to work for just a couple hours from home, as all users can log-in to the same system from a Web-connected computer, regardless of their geographical location.
With the application's real-time adherence, managers can also check their agents' progress in relation to what is scheduled, and are aware of when they are on breaks. Together with ContactWorld's call recording functionality, they can benefit from a 360-degree view of operations and performance.
"We pride ourselves on the hard work, dedication, and innovation it has taken to develop market-leading cloud contact center technology with WFM on a single platform," said Jonathan Gale, CEO of NewVoiceMedia, in a statement. "We have fundamentally rethought WFM to write, build, and deliver a solution that doesn't have the pain points associated with other WFM solutions, and worked tirelessly to maintain ContactWorld's single, pre-integrated platform because it delivers real, tangible benefits for all those involved."