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Booths Selects Logile’s Store Planning and Workforce Management Suite to Optimize Labor and Improve the Customer Experience

Booths' selection supports the company's strategic advancement into automation and marks Logile's expansion into the United Kingdom Logile, Inc., leading store planning, execution and workforce management solution provider, today announced that Booths, premier Northern England high-end supermarket chain, selected Logile store planning and workforce management solution suites and engineered labor standards. Booths will implement the software solutions throughout the company's retail store locations, petrol stations,…

Zendesk Invests in Tymeshift to Improve Workforce Management (WFM) Solutions

Leading Customer Support Ticket System and Sales CRM platform Zendesk has invested in Tymeshift. Tymeshift is an Omnichannel Workforce Management (WFM) tool that is made exclusively for Zendesk. Zendesk’s investment will help Tymeshift to build the most-accessible WFM solution. Tymeshift will use the new funding to push for growth in new markets. David Birchmier, CEO- Tymeshift At the time of this investment, David Birchmier, CEO- Tymeshift, shared his vision for the company’s future. David said, “We’re proud of the…

Accenture Helps United Utilities Build and Deploy a Digital Workforce Management Solution, Based on Salesforce Platform

Accenture has helped United Utilities, the UK’s largest listed water company, build and deploy a new digital workforce management solution built on the Salesforce platform, enabling the company to improve the service it provides to its 7 million customers. “This new solution we have delivered in partnership with Accenture provides a step change in how we serve customers in the North West” To simplify processes, provide enhanced visibility of contractor work and customer data, optimize network maintenance, and resolve…

Movista Acquires Natural Insight, Creating Clear Leader in Retail Execution and Workforce Management Technology

Retail technology leaders join forces on a mission to save brick-and-mortar by improving customer experience through flawless in-store execution Movista Inc., provider of the leading advanced, mobile-first retail execution and workforce management platform, announced today the acquisition of Natural Insight, a retail technology provider and its largest competitor. The milestone move, backed by New York-based private equity firm Level Equity, brings together two of the largest domain leaders in retail execution technology…

Geopointe Announces Mobile Workforce Management Advances in Application on Salesforce AppExchange, the World’s Leading Enterprise…

Geopointe Customers Now Benefit from Enhanced Tablet User Experience, Search Along Routes, Sharing Routes, and Support for Larger Route Optimization Geopointe announced it has updated its application for mapping, routing, analytics, and geolocation on Salesforce AppExchange, providing customers new capabilities in the core product that make it easier for mobile sales and service teams to do their job better, faster, easier and ultimately increase customer success. Sales and service workers need technology that is easy,…

Aspect Software and Intradiem Team to Enhance Contact Center Workforce Management Solutions

Aspect Software, a leading provider of enterprise contact center and workforce optimization software, announces a co-marketing partnership with Intradiem, the leader in real-time workforce automation solutions. The partnership will pair best-of-breed workforce optimization with best of breed real-time automation for enterprise customers operating the world’s largest contact centers. “No other competitive WFM solution offers the breadth of automation as the combination of our two software technologies.” Matt McConnell,…

NICE Workforce Management AI Based Strategic Planner Receives CUSTOMER Magazine Product of the Year Award

Nice Recognized for Innovation in Customer Experience Technology and for Dedication to Quality While Driving ROI NICE announced that its Enhanced Strategic Planner (ESP) solution has been presented with a 2019 CUSTOMER Product of the Year Award by the global, integrated media company TMC. ESP is NICE’s cutting-edge offering for intelligent, accurate long-term workforce planning that helps contact centers develop better staffing strategies, manage outlays and improve customer service. NICE Workforce Management AI Based…

Industry First: Genesys Debuts Fastest, Most Accurate AI-Powered Forecasting and Scheduling Service for Better Workforce Management

Winter Innovations Include Hundreds of Features and Services Grounded in AI and Automation for Better Customer Experience and Increased Employee Engagement and Efficiency Genesys, the global leader in omnichannel customer experience and contact center solutions, introduced the industry's first forecasting and scheduling service for workforce management powered by artificial intelligence (AI). Now businesses can use AI to predict the best possible staffing schedules with unprecedented speed and accuracy, saving time and…

Monet Software Announces Workforce Management for Amazon Connect

Monet Software, a Leading Provider of Cloud-Based Workforce Optimization Solutions Integrated Seamlessly with Amazon Connect to Improve Agent and Customer Experience Monet Software which is a leading provider of cloud-based workforce optimization solutions announced that it has released an integration which offers to connect it with Amazon Connect. Amazon Connect is a simple, self-service related, cloud-based customer contact service center which makes it convenient for businesses to deliver satisfactory customer…

Alfresco Unveils New Claims Content Management Solution for Increased Workforce Efficiency and Productivity

Creates a single digital claims file with all relevant content supporting "one source of truth" Increases workforce efficiency with modern, fast and secure access to documents, video with built in annotation and redaction capabilities Provides a no-code, highly configurable user interface for intuitive operations and tailored customer experiences Enables connectivity to augment custom claims systems, Guidewire Software, Duck Creek Technologies, Salesforce and any claim related data systems Alfresco Software, an…

Talkdesk Expands Cloud Contact Center Offering With a Complete Suite of Workforce Engagement Management Solutions

Products #17 to #20 complete the Talkdesk 20-in-20 innovation program, confirming Talkdesk’s commitment to delivering a global, end-to-end CX solution on a single unified platform  Talkdesk completes ambitious 20-in-20 product launch plan with four new product as part of Workforce Engagement Management (WEM) suite Talkdesk WEM additions and enhancements include Quality Management, Advanced Call Recording, Screen Recording and Speech Analytics New products and enhancements combine with Talkdesk Workforce Management…

How Machine Learning Improves Efficiency and Management of Workforce

At a time when businesses are experiencing unimaginable disruptions, demands and priorities are continuing to shift. While maintaining functionality and financial health remains at the forefront of concerns, workforce management is an essential piece of successful business operation that must continue to be tended to despite the current climate business leaders are facing.  Companies can look to technology, such as Machine Learning and Artificial Intelligence to help streamline their workforce management processes while…

Verint Positioned as a Leader in Gartner’s Magic Quadrant for Workforce Engagement Management for the 12th Consecutive Time

Verint Systems Inc., The Customer Engagement Company, announced that Verint has been named a Leader by Gartner, Inc. in the research and advisory firm’s Magic Quadrant for Workforce Engagement Management (WEM) report*. Gartner indicates that WEM Magic Quadrant Leaders “provide functionally broad and deep WEM solutions that can be deployed and supported globally. Their software is suitable for enterprises of all sizes and complexity, and they have broad industry coverage. Their revenue is strong and new references are…

Intellecta AI-Driven and Multichannel Analytics from OnviSource Delivers Automation for Workforce Optimization, Customer Experience…

Powered by Company’s Proprietary AI, Intellecta Analyzes 100% of Customer Interactions across Multiple Touch Points, Channels and Languages; And Offers Big Data and Content Management, Automated Quality Assurance/Compliance, and a Range of Analytics in Customer Sentiment, Intents, Trends and Behavior OnviSource announced Company’s continuous success in expanding the capabilities of its Intellecta Multichannel Analytics for intelligently automated analysis of 100% of customer interactions across varied channels. Advantages…

Verint Only Vendor Recognized by Gartner in the 2019 Magic Quadrant for the CRM Customer Engagement Center and the Magic Quadrant for…

Verint Systems Inc., The Customer Engagement Company, announced its inclusion in Gartner, Inc.’s Magic Quadrant for the CRM Customer Engagement Center (CEC) report, published June 11, 2019, by the research and advisory firm. In addition to being recognized in this report, the firm also named Verint a Leader in its Magic Quadrant for Workforce Engagement Management** (WEM) research earlier this year. “As the customer engagement company, we are pleased to be the only firm to have our solutions recognized in both reports” In…

Calabrio Named as the Only Visionary in 2019 Gartner Magic Quadrant for Workforce Engagement Management

Calabrio, a leading provider of customer engagement and analytics software, announced that Gartner, Inc. has recognized Calabrio as a Visionary in the February 2019 Gartner Magic Quadrant for Workforce Engagement Management (WEM) for the third consecutive year. The company was recognized for its ability to execute and completeness of vision. “There are four key pillars of focus for delivering great customer service experiences within a leading customer service organization: 1) Getting connected to the customer; 2) Being…

Verint Once Again Ranked as a Leader in Gartner’s Magic Quadrant for Workforce Engagement Management

Verint Systems Inc., The Customer Engagement Company, announced that Verint has been named a Leader by Gartner, Inc. in the research and advisory firm’s Magic Quadrant for Workforce Engagement Management(WEM) report. “We believe Gartner’s recognition of our market strengths validates what we hear from customers and the market at-large. In fact, our unified and automated approach to employee engagement continues to gain traction with our customers.” Gartner indicates that WEM Magic Quadrant Leaders “provide functionally…

JumpCrew Launches SalesAbroad.com to Build a Global Remote Workforce

JumpCrew, the leading B2B outsourced sales and marketing solutions provider has launched SalesAbroad.com. This initiative will provide jobs for sales professionals who want to embrace the remote lifestyle. We have become the leading outsourced sales partner for venture backed B2B startups and established brands. Our Satellite Sales offering is a turnkey sales solution where companies get a dedicated team of sales reps, client success specialists, and operations support; focused on quickly generating revenue at scale.…

Performance Management to Increase ROI, Employee Engagement and Customer Experience

Frost & Sullivan's brief highlights that PM tools that make agents' jobs simpler and allow them to better connect and serve customers will ultimately impact CX A differentiated customer experience (CX) is at the heart of service delivery in the contact center industry. Businesses are acknowledging that one of the best ways to achieve this ideal end state is to create an engaged and happy workforce. This has resulted in a surge in the demand for performance management (PM) solutions that can help agents better serve…

Avaya Acclaimed by Frost & Sullivan for Elevating Contact Center Workforce Engagement

Avaya's solutions combine resources, insights, and knowledge from across the organization to deliver outstanding customer and employee experiences Based on its recent analysis of the North American workforce engagement management (WEM) market, Frost & Sullivan recognizes Avaya Holdings Corp., a global leader in solutions to enhance and simplify communications and collaboration, with the 2020 North American Growth Innovation Leadership Frost Radar Award. The Avaya OneCloud contact center-as-a-service (CCaaS) portfolio…