Used to manage a workforce of over 800 Contact Center agents in multiple sites
Jan 10, 2018
Used the software for: 2+ years
Ease of Use
Features & Functionality
Value for Money
Likelihood to Recommend:Not LikelyExtremely Likely
Pros: Lots of features and functionality offering many scalable options to grow as your site adds staff. Also functional when reducing staff due to seasonality. Good Historical and real time data provided to assist with decision making. WF Analysts love this product. It allows for multiple screens, great use of color and customizable desk top for managing data, trends and reporting. Can plug and play with most other CRMs making this a great option regardless of your core application. Integration is fairly straight forward and not too difficult and support is excellent.
Cons: It is an expensive option. High learning curve and specialized training required to get the Work Force staff and supervisors/managers up to speed and using all of the functions. .
Overall: Excellent intraday Workforce management and data reporting capabilities. Organized and efficient WF management ability.