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CommunityWFM

Application

Updated 04/16/2024

Version 1.0.0

Automate your contact center workforce management through our modern and simplified approach. Improve your efficiency and internal operations.

The CommunityWFM Enterprise workforce management solution was created by industry experts with a core focus to help boost productivity and control costs. Designed with a specific vision to make the day-to-day job of a WFM professional easier, the software has over a decade of carefully crafted and refined features. From shift bidding to intraday management and everything in between, CommunityWFM Enterprise is leveraged by thousands of users daily and is one of the leading solutions in the industry. The technology provides industry leading forecasting, scheduling, intraday management, time off, and adherence functionality. All of this also interacts with a built in communications framework that is tied directly into the Community Everywhere mobile app.

Key features

Automated Schedule Adjustment Plans (ASAP)

CommunityWFM Enterprise provides a one-of-a-kind solution that enables analysts to create, save and re-use an unlimited number of customizable strategies. This on-demand feature is a game changer that allows analysts to increase, decrease or refine staffing levels, virtually eliminating time-consuming schedule modification processes. Save your WFM strategies and save time by empowering your employees to act quickly and staff up or down instantly. Best of all, every ASAP request will only go to relevant agents on their channels of choice, including the Community Everywhere mobile app.

Automated Schedule Attendance Monitor (ASAM)

ASAM provides an automated and streamlined approach to track agent arrival and attendance. The Attendance Monitor allows supervisors to view agents as they arrive by specific time intervals, and the Arrival Detail Console provides a dashboard of an agent’s status for managing exceptions. A solution like ASAM is ideal to help a WFM analyst automate agent arrival and attendance tracking. There is no longer a need to manually track which agent arrives and when if ASAM is in place. It's a solution that removes the guesswork around attendance and improve agent productivity both short and long term.

Agent Self Service Kiosk (ASSK)

Companies rely on ASSK to provide schedule adjustment options. When implemented, flexible and unstructured events such as compliance tasks or training can be placed onto the schedules of agents. Each agent can then choose when they want to complete the event, including during off hours. Every selected time is automatically approved or denied based on preconfigured business rules to ensure the event does not conflict with an existing schedule. Contact center utilize ASSK to provide agents with more control over their schedule and to be more efficient at completing required off phone events.

Seamless Integration to Talkdesk Workspace

CommunityWFM has a seamless integration within the Talkdesk Workspace. The extensive collaboration between the two companies resulted in an integration that went above and beyond to improve the agent experience. Now agents can see their schedules, adherence, time-off requests and more directly from the Talkdesk application. All of this saves time and provides a better experience for all users.

Additional information

Regions

EMEA - Europe, APAC - Asia Pacific, Latin America, North America

Industry

Financial Services & Insurance, Travel & Hospitality, E-Commerce, Retail & Consumer Goods, Healthcare & Life Services, Public Sector, Telecom

Customer Segments

Commercial, Enterprise, Strategic

Plans & Pricing

Essentials is an ideal workforce management solution for small and medium sized contact centers, typically under 100 seats.

The CommunityWFM Essentials solution was created because of the need for a small business to manage their contact center workforce like a large organization to ensure the bottom line remains healthy. Built with many of the same industry leading features in our Enterprise solution, which companies can upgrade to with a quick license change, Essentials has everything a SMB needs for their workforce. It's modern and efficient automated workforce management software for small business contact centers to take care of schedules and other needs without breaking the bank.

CommunityWFM is a cloud-based contact center workforce management solution that helps companies forecast, schedule, and manage their staff. The technology relies on automation to empower contact centers.

Large companies face many unique challenges with their workforce. With many agents spread across different sites, bigger companies need a solution which can adapt to multiple scenarios at once in real-time. The CommunityWFM Enterprise product streamlines and automates time consuming tasks, providing companies with modern solutions to solve complex contact center problems.

The product offers unique features with a simple, user-friendly interface including sophisticated forecasting and scheduling, real-time adherence tracking, and modern intraday management capabilities. Also offered within CommunityWFM are automated attendance/time off solutions, built in multi-channel communication capabilities, and extensive reporting options. All of this functionality provides a contact center with the ability to fully manage and track agents as they work throughout the day so the correct staffing adjustments can be made quickly.

Additionally, CommunityWFM helps drive communication while also simplifying scheduling through their Community Everywhere App. The app lets agents see their schedules on the go, request time off from anywhere, and communicate with their team.