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What kind of workforce management system do you use in your contact center?
What kind of workforce management system have you found to work best in your call center?
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4 Answers
We use the IEX Workforce Management system wih our multi-site Nortel telephony platform. IEX has great features, but we have had ( and at times still have) challenges with this configuration, especially in the areas of real-time reporting.
We use a mix of proprietary and out of the box solutions to meet our needs.
We utilize Blue Pumpkin Director Enterprise (Verint). Overall it is a great tool, but like most enterprise level workforce management systems it has its own "challenges".
Take a look at http://www.aspect.com/Pages/Products/Workforce-Optimization.aspx
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